Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: amitvermaj on June 03, 2010, 07:30:22 PM

Title: IVR issue
Post by: amitvermaj on June 03, 2010, 07:30:22 PM

Call comes form FDVS IVR to the ERP and with using the EPN number it gets routed to the same set of VDN which have the same EPN value.

is there any ways we can transfer the call from ERP to direct agent.

Title: Re: IVR issue
Post by: amitvermaj on June 08, 2010, 06:11:32 PM

the problem which is coming like in our scenario there are certain ERPs assigned for FDVS IVR, some for interactions and like that, and they are assigned EPN values. now what I want is to have the ERPs free for the EPN value so that call can land on any ERP not specific to any group, and call routes to agent.