Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: MarcRobinson on September 08, 2008, 07:34:29 PM

Title: Access resources and ACD queues
Post by: MarcRobinson on September 08, 2008, 07:34:29 PM

We're making two PBXes identical. I have to recreate a lot of ACD queues and so on in the configuration manager.

Can anyone explain to me what the ACD queues and access resources are, and how they are related to each other?

Title: Re: Access resources and ACD queues
Post by: cavagnaro on September 08, 2008, 07:45:23 PM

Well ACD Queues will depend on the PBX and Genesys terms, usually you will find a "translation" table on the TServer reference and deployment guides. For example, on Alcatel, ACD Queues on Genesys (DN) are the Processing Groups on PBX, which is basically where the agent logins.

Access Resources...no idea...maybe something related to multisite environment?

Title: Re: Access resources and ACD queues
Post by: MarcRobinson on September 08, 2008, 07:48:32 PM

They appear to be screen-pop related. I suspect that they're used by the CTI component of the T-Servers, but a web search came up empty. On our main PBX, there's an access resource for every acd queue, and the numbers for the two components are identical.

Title: Re: Access resources and ACD queues
Post by: Fra on September 09, 2008, 08:24:35 AM

I don't know which PBX you are using and I'm not aware of a PBX access resource, but for Genesys an access resource is usually used for external routing.

Title: Re: Access resources and ACD queues
Post by: S on September 10, 2008, 06:14:25 PM

I think Access Resources types are similar to Ext RPs , except that they are used for different ISCC transaction types. But then again, it would depend on the type of the PBX u are using and see the reference book for its TServer

Title: Re: Access resources and ACD queues
Post by: MarcRobinson on September 10, 2008, 06:45:14 PM

I looked at the T-Server manual. (Good idea -- should have thought of it myself.) It didn't help much, but I do at least understand now that the ACD queue is the number the call is transferred back to, and the Access Resource is an identical number use for CTI.

Even though I still don't understand, I do have enough to work with now. I know that I need the Access Resources for intersite call transfers, and maybe even for INTRAsite call transfers. I'll call our vendor and ask them for further info.

Thanks.