Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: luis on January 01, 1970, 12:00:00 AM

Title: Outbound contact requirements
Post by: luis on January 01, 1970, 12:00:00 AM

Hi,
Can someone explain me if we need to have the ERS to have Outbound Capabilities? In some documents says that without the ERS we don't have the voice management but in other documents it says that we only need to buy the OCC licenses.

Thanks

Title: Outbound contact requirements
Post by: Rory on January 01, 1970, 12:00:00 AM

Luis,

We are running outbound without ERS. You don't need it as long as you already have a routing engine on your existing switch. The outbound part basically delivers calls into a queue for your agents and from there on it is handled just like an inbound call under control of your routing (if needed, we just use route to longest waiting agent).

Rory