Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on March 10, 2009, 12:58:40 PM

Title: OmniPCX and Hardphone
Post by: victor on March 10, 2009, 12:58:40 PM

Hi,

I find something very very very annoying that I cannot fix!
The proble is very simple:

when we use OmniPCX as a VoIP GW in combination with Genesys SIP and I want to answer the phone using CTIToolbar, I still need to pickup the handset... Am I the only one who finds it annoying? Or is there some totally awesome setting that would fix this for me?

Thanks,
Vic

Title: Re: OmniPCX and Hardphone
Post by: cavagnaro on March 10, 2009, 03:04:47 PM

Is the headset key been created? (mgr/users/keys)

Title: Re: OmniPCX and Hardphone
Post by: Artur on March 10, 2009, 03:46:37 PM

Hi Victor,

We are experiensing similar issue with GAD and CISCO 7940. In order to place a call from GAD originating Agent should pickup hard phone. Same for incomming call, when GAD receives call and Agent trying answer the call (from GAD), hard phone is still ringing. It appears to be we are missing some configuration setting (hard phone, DN, SIP Server options). If someone can through some ligh on this issue, I would really appreciate.

Thanks,
Artur 

Title: Re: OmniPCX and Hardphone
Post by: René on March 10, 2009, 06:36:51 PM

Hi guys,

I would say that you're facing "classic" 3ppc (3rd party call control) issue. SIP protocol does not have any method or message allowing to control answer by 3rd (CTI) party. There is an extension written by BroadSoft (BroadSoft SIP Extension Event Package) that brings that feature to SIP. Unfortunately not every vendor supports it. I'm not sure that Cisco and Alcatel belongs to the small group of vendors supporting it.

Note - it's necessary to configure properly the option "sip-cti-control" on SIP Server side to enable that extension.

R.

Title: Re: OmniPCX and Hardphone
Post by: cavagnaro on March 14, 2009, 06:48:09 AM

Hey Vic how did this go?