Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: uho001 on October 21, 2009, 07:34:21 PM

Title: question about making a voice application in genesys studio
Post by: uho001 on October 21, 2009, 07:34:21 PM

Hi everyone:
 i just started learning about Genesys studio and created a very simple voice application for playing 1 min music. What i want to do is to simulate all current agents are not available and music plays when customers are holding the calls. My question is How can i interrupt the music if suddenly there is a agent becomes available? or Does the music need to play for the whole minute and then route back to check the status of all available agent?  Somebody please help..

thanks in advance

Title: Re: question about making a voice application in genesys studio
Post by: Gulden_NL on October 22, 2009, 02:08:10 AM

How are you monitoring agents' availability?  GVP doesn't know if an agent becomes available without something external telling it.  CIM? Or?  You can play many minutes of Music On Hold, but without notification, GVP can't do anything else.

Also, IP or TDM?

Title: Re: question about making a voice application in genesys studio
Post by: postx on October 29, 2009, 08:42:26 PM

I think ist doesn't make sence to let the gvp play the music, because in this case you will block one gvp port before routing the call to an agent.
It would be better to use stream manger for example and build a matching routing strategy.
Incoming call => URS => GVP => URS => SM => URS => Agent ...