Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gidday on October 06, 2010, 11:59:15 PM

Title: Intruding, barging, etc
Post by: Gidday on October 06, 2010, 11:59:15 PM

Hi Folks

We are getting a Genesys system installed at work.  We have been informed that intruding (listening in to a call) is not possible with the Genesys system.  We have this requirement for our business (Emergency Communications Centre).  We have Alcatel Lucent handsets that allow this feature via IVR and DFTMF (press 4) in a clumsy sort of way but we want a software solution.
So can Genesys do it?

Thanks

Joe

Title: Re: Intruding, barging, etc
Post by: cavagnaro on October 07, 2010, 01:10:17 AM

It can do it with SIP Server working as your agents PBX. This will mean your agents are going to be on a full SIP environment. Using this way your supervisors will connect to GAD and using this web interface will click a button to start monitoring an agent.
Consider that this is only possible because ONLY IN THIS CASE Genesys SIP Server will act as your PBX, otherwise is any other PBX that will give you this facility.

Now, you mention that you have ALU handsets, therefore I assume you have an Alcatel OXE, if not, means you have only analog sets from ALU (??) and your PBX is another brand.

Now if your PBX is OXE, you can do such work from any supervisor set, 4035/7 or 4068/4038 (8&9 series), just configure a key named ACD Listening and you will get this working in a second.