Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: n2201 on August 22, 2009, 02:13:40 PM
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Dear friends,
How do I set our agents in Auto answer?
We use GAD 7.6 with Cisco TServer in ASM mode on [b]Oubound[/b]
I would prefer if we could set these agents in auto-answer at OCS or Agent Group level. So when they get a inbound call they are not on auto answer.
Any suggestion where to look for answer?
Thanks a lot!!
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I'm not sure how to solve your problem, I haven't worked with Cisco before, I have an unrelated question.
Why you are using ASM and not transfer mode?
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Like Dionysis I have worked on Cisco, but generally Auto-Answer is a switch (ACD) option. So it is set for all turrets that login via a particular ACD Queue, or it is set on each turret individually, dependng on the switch type. I have never heard of it being applied for Outbound but not Inbound.
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This is easy if you use URS in your solution, you can write a routing startegy that can be loaded on each extension that susspend for event, this will auto answer based on what you set.
auto-answer setting in GAD options but thi will be for all calls.
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Greg, Please can you give more details on how to set the strategy on routpoint is used to set the extension in auto-answer.
to an earlier question we use ASM so we can transfer the outbound call ASAP to the agent who is already hooked in and waiting. minimize the delay, same reason for auto answer.
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The first thing you have to do is ensure you use URS to transfer the call from Outbound to the agent, supported in ver 7. This should be as fast as getting it trough directly to the agent. Therefore call is made by dialer and once a successfull connect has been made it will transfer the call to a RP that has a startegy loaded to get the call to the available agent. On the available agent's extension you can now with ver 7 load a routing strategy to auto answer.
Send me a mail if you don't come right and I will mail you a sample.
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Hum...why not better develop a custom softphone with some SDK (ActiveX or platform SDK) so when calltype=outbound then send a TAnswer and the call will be automatically answered?
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Hi,
I'm quite sure it should be possible to customize even GDesktop to provide auto-answer for outbound calls and manual answer for other call types. Would that be something helping you, n2201?
R.
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As always Great help from cavagnaro and René
[b]cavagnaro [/b] , Developing custom Soft phone I am thinking that would be a big task (won't it?). I do have SDK so just to get an idea, what is your guess on duration to build such a soft phone? I would love to go this way as it should give me more control (and also ability to totally screw-up ;) )
[b]René[/b], Thinking lound on the solution you are suggesting, Here are my thoughts, in GAD I can add a custom tab on the left hand side bottom part of GAD and on load of this custom JSP page I could check if the interaction is outbound, if it is outbound interaction then do some thing like interaction.answer (I don't know the method, I am just making it up here). Is this what you are proposing? Any refinements to this thought?
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Well...I can do such development like in...20 minutes? Not hard at all, those functions I mention are very easy to implement.
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I guess you must be calls "SUPERMAN cavagnaro" ;D
As I mentioned I got the Platform SDK, got .Net. What would you recommend I get next? Suggested reading list?
I am amazed by what you said, totally beyond my expectation. if it took me 7 days it would be amazing.
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Why invent powder when somebody already invented it? Just go to DevZone and download the Voice Sample application, configure basic parameters as TServer ip, port and DN, launch it. Once there try to capture the call flow of the event ringing, then select the CallType = 2 (2 = Outbound if my memory doesn't fail), if so then launch the TAnswer event. Delete all buttons you don't need (as you don't want them I guess) and left a flat window. Modify as you wish and deploy :) Not Superman but the lazy one way lol
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Looks like we got at least 3 approaches to the problem and all of the solutions have merits beyond the simple question. I am planing to try them out. will let you know how it goes. Thank you all so much! :)
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Great let us know!