Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on May 12, 2009, 04:23:33 AM

Title: ACD functionality in SIP Server
Post by: victor on May 12, 2009, 04:23:33 AM

Gentlemen,

after two and a half years working with Genesys SIP, suddenly a very strange thought has occurred to me:

do we really need URS to route the calls with Genesys SIP? What if I just register an ACD queue in CME and have agents login into it. Would SIP T-Server distribute the call to the agent when I place a call to ACD queue?

I want to check this one... My initial reaction would be that it would not work, but then again, Genesys continuously surprises me, so who knows...  ;D

Title: Re: ACD functionality in SIP Server
Post by: Dionysis on May 12, 2009, 05:35:58 AM

I've always had that same thought.

The fact that you can create a DN with type ACD Queue and it registers correctly would suggest that it's possible, but I've never had the time or motivation to actually play with it.

Title: Re: ACD functionality in SIP Server
Post by: nishantank on May 12, 2009, 08:26:51 AM

Gentlemen

I think that in 1 of the SIP implementations, I had tested it ... atleast I remember configuring a DN as Queue and adding the relevant KV pairs in the Extension DNs Annex tab to suggest that it belongs to a particular queue.

But, what would be the point of deploying a Genesys SIP Solution and  not using the facility of intelligent routing via URS ... however, that is just my opinion.

Cheers
Nishant  :)>

Title: Re: ACD functionality in SIP Server
Post by: victor on May 12, 2009, 11:58:25 AM

> why would we want to see if we can use SIP Server without Genesys URS?
Uhmmm.... millions of dollars in licenses for routing? :)

Title: Re: ACD functionality in SIP Server
Post by: cavagnaro on May 12, 2009, 03:44:10 PM

And why not install a simple Asterisk then? What would be the benefit then?

Title: Re: ACD functionality in SIP Server
Post by: Timur Karimov on May 13, 2009, 12:09:26 PM

well, it's work. but what future jast provide only the simple route to all aviable agent. so, what do u do with skills or samething like this capability that ask our supervisor from us?

WBR Timur

Title: Re: ACD functionality in SIP Server
Post by: René on May 13, 2009, 07:24:38 PM

Vic,

ACD routing is supported by SIP Server so you can use it. However, you won't save any money on licenses as it isn't possible (in standard situation) to buy license for SIP Server without CIM (Framework + Routing + Reporting).

R.

Title: Re: ACD functionality in SIP Server
Post by: peters on May 28, 2009, 06:10:39 PM

Can you please give me an example of usage? Would it be possible to use it for agents which don't' use GAD to login to system?

How would you than configure ACD queue? How does agent login/logout into this queue?

Thank,

P

Title: Re: ACD functionality in SIP Server
Post by: René on May 31, 2009, 09:31:11 AM

Peters,

Genesys T-Lib client (not necessarily GAD) is required to use ACD functionality supported by SIP Server. It isn't possible to use just SIP client as SIP protocol doesn't support any agent/ACD features.

R.

Title: Re: ACD functionality in SIP Server
Post by: kowari on June 01, 2009, 02:20:55 AM

Remember, in this case the SIP Tserver is the switch.  So you still need to have to be able to connect to the switch via whatever method the switch provides - in this case its TLib.

So you still need 2 parts - the softphone (TLib) and the hard phone (SIP endpoint).

And yes, it does work just fine.  You can log into any queue and distribute calls.