Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Mark on January 01, 1970, 12:00:00 AM
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We have three Meridian Opt 61's networked with Genesys G6 and since day one, we have been indidated with problems. Our agents have a personal DN on key 1 and we created a Key 2 as a SCR for Genesys calls to route too. Our vendor asked us to set the AST as 0,2... What we get is calls coming in on Keys 0, 1, 2...
Can anyone provide me with a TNB of a set? I would like to see how it is built and how the set is acquired with bitmapping.
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Mark,
I have talked to our PBX people, and they cannot understand why you would have both Key 1 and Key 2 used...
We have a set for Key 0, Key 1 which I will email you shortly.
In the meantime, can you please explain a little bit more about your environment both PBX and Genesys?
Thanks,
Vic
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Meridian supports only 2 ASTs per digital ACD sets 0 and 3 usually for a 3903 set. No more than 2 DNs should be registered for each set. Using routing strategies you may have the issue of default destination driving calls to the queue of the agent's set on failure of the strategy. Therefore it is very important to route calls properly to take this into account.
How large is your sites and what version and release of Meridian and Symposium/MLink you using? I can recommend a solution that will take full advantage of the Nortel ACD and Genesys capabilities if your sites are not too large.
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I'm having this problem. We have a Meridian Option 81C, SMLS 4.0 and Genesys 6.1. We have 2 DNs defined but keep running into mountains of default routed calls.
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Donna,
are you sure it is a default routed call?
Usually, if you have a default call then chances are your strategy is not really working well. What does URS and TServer log say when a call was defaulted?
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We have 3 Meridian Option 61C networked, each one with SMLS 4.0 and Genesys 6.1. approx. 150200 agents each