Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: blacklord on June 22, 2010, 01:07:46 AM

Title: Outbound - ASM/Transfer modes
Post by: blacklord on June 22, 2010, 01:07:46 AM

Guys,

About to implement a (smallish) outbound contact solution and need to make a decision as to deploying ASM, Transfer or mixed modes.

What are peoples general experiences with each mode & what do you find are the pros and cons of each mode ?

Are there any recommendations on each mode ?

Lance

Title: Re: Outbound - ASM/Transfer modes
Post by: rpenney on June 22, 2010, 08:22:39 AM

Hey Lance,
    ASM mode is usually only used when the switching layer is too slow to get a call to the agent in a set time (or there is some technical reason). The time requirement is based around customer experience or legal requirements. There are reporting issues/limitations because you are nailing up the agent leg before the customer call is connected and until the connected call is released.

Hope that helps
Russell

Title: Re: Outbound - ASM/Transfer modes
Post by: blacklord on June 23, 2010, 05:44:02 AM

Thanks Russell - appreciated.