Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: sreeschand on November 17, 2009, 09:17:45 PM

Title: Auto answer
Post by: sreeschand on November 17, 2009, 09:17:45 PM

Hey,

Need help !!!

Following is the issue....

We developed soft phone using platform SDK, softphone has a auto answer option.

Now customer wants agents to hear a beep before the call is presented to them.

Call are presented to agents from IVR not from outbound.

Any help on this regards is greatly appreciated.

Thanks

Sree

Title: Re: Auto answer
Post by: cavagnaro on November 18, 2009, 04:39:25 AM

Play a wav file that plays "beep"... ???

Title: Re: Auto answer
Post by: René on November 18, 2009, 09:14:07 AM

Hi Sree,

You haven't provided any info about your switch, IVR type etc. so it's hard to help you. Anyway, there are several possibilities how to implement such functionality:

- The one mentioned by Cavagnaro is the easiest one.
- In TDM environment, you have no chance to implement such functionality within your softpohone application. It has to be done either on switch level (some switches like Avaya do support agent whispering) or on IVR level (e.g. GVP allows you to create separate leg for agent and merge it with customer's leg once message is played to an agent)
- In SIP environment, you can implement it within your softphone if SIP client is part of the application. Or SIP Server does support agent greeting functionality. Or the same option as for TDM - using IVR if such feature is supported.

R.

Title: Re: Auto answer
Post by: sreeschand on November 18, 2009, 03:56:22 PM

Thank 4 d response.....

We are using Nortel -  symposium link...

IVR version .. GVP 7.6

[quote author=René link=topic=4908.msg21849#msg21849 date=1258535647]
- In TDM environment, you have no chance to implement such functionality within your softpohone application. It has to be done either on switch level (some switches like Avaya do support agent whispering) or on IVR level (e.g. GVP allows you to create separate leg for agent and merge it with customer's leg once message is played to an agent)

R.
[/quote]

since we use TDM and Nortel, switch level solution can be taken out

if we go with IVR level - customer call will be holding on to the GVP port until the call is delivered to the agent??

Regards,
Sree

Title: Re: Auto answer
Post by: BenTaylor on November 18, 2009, 04:03:35 PM

You can do it with Softphone, but you'll need a little black box that sits between the phone and headset and plugs into the soundcard on the Agent's PC...

Its messy, but it works...

Title: Re: Auto answer
Post by: René on November 19, 2009, 09:08:39 AM

Sree,

[quote]if we go with IVR level - customer call will be holding on to the GVP port until the call is delivered to the agent??[/quote]

Yes, call stays on IVR. Please take into account fact that 2 IVR ports will be used during "agent whispering" phase as call to agent must be initiated on different IVR port.

R.