Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jamesmurphyau on May 19, 2009, 05:58:05 AM

Title: IP Agent Telecommuter - Channel #
Post by: jamesmurphyau on May 19, 2009, 05:58:05 AM

Hey Guys,

We are trying to associate an agent to a channel # when the Avaya calls them at home.

We would prefer to do this though Genesys (e.g. monitoring the device that makes the outbound call to the agents, hopefully it contains that agents details along with the trunk #/channel#)

Is this information available in Genesys or anywhere else? (I know this isn't an Avaya forum, but since we primarily want to use Genesys I thought I'd post here)

We would like to setup a call recorder on the trunks that the agents are dialled from and then give each recording an agent number based on the trunk/channel # and the time their home phone was connected to the Avaya.

Thanks

Title: Re: IP Agent Telecommuter - Channel #
Post by: Fra on May 19, 2009, 09:16:35 AM

Skoom,
I wouldn't suggest to do that, cause the channel may have already been seized. I think it's not even possible to select a channel number; as far as I know, you can just instruct Avaya to use a certain trunk by passing its TAC.

Title: Re: IP Agent Telecommuter - Channel #
Post by: jamesmurphyau on May 19, 2009, 11:49:38 PM

I don't want to select a channel number, I just want to know which number the Avaya has selected, so I can then (once the call has started) associate that channel number to the agent that has logged in through it.