Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: JTL on April 02, 2009, 08:35:50 AM
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Hopefully an easy one to answer...
I have previously worked on a system with Genesys NTS hooked into an SCP, and URS at the Network level, making routing decisions. The correct agent would be targeted whilst the call remains in the network, and then the call sent to an Avaya External Routing Point, and an ISCC connection between NTS and PTS to correctly route the call to the Agent.
If, in the same sort of call model, I was considering a system which had an Aspect ACD in place of the Avaya, does the same call model apply? I have worked on Aspect ACD previously, but not combined with Genesys. I presume I can select an Agent at the NTS/SCP level, "reserve" them, and then route the call to them.
I want to avoid sending the call to the Aspect ACD until there is an agent available to take the call.