Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: James on January 01, 1970, 12:00:00 AM
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Hi All
I have a requirement to pass calls to agents that are not using a softphone. I have configured everything (Extn, PosID, ACD Queue, place etc). The agents are logging in directly on the telephones. I am seeing the login response from the PBX, but there is no info about the agent ID used. If I look at an agent that logs in with a softphone, these parameters are sent to the switch from the tserver (Agent ID & Workmode). The switch says the login was successful but does not send the ID used, the tserver must associate this information with the POS ID and login info it used to make the request.
Does anyone know how to overcome this? I have tried to associate a place with an agent, thinking that if someone logs in on that place, it must be that agent, but this didn't work either....
Any ideas?
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Logging in from the set and having tserver get the login ID was only recently introduced by Nortel. It is in the latest version of M1 software.
What version of software is on the M1 you are working with?
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23
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I know that 23.24 is definitely not passing an Agent ID if you log in using a hardphone. I would be interested in knowing a work around, even though I do not think there is one.
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What does configuring the person with a dedicated place give me?
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Release 24.25 I believe will pass along the ID. In this release you also get MQA adherence data for the agent... before you only got the data rolled up under the source queue. TServer 5.1?
What softphone are you using?
JL
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It does work if you are running release 24 and it helps to upgrade to TServer for Symposium.
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I am interested in hearing opinions about TServer for Symposium. I think Nortel MLink will be taken out of production by this October or November, if my memory serves me right. And Symposium is supposed to replace it, right?
We are planning on trying TServer for Symposium, but so far, shortage of manpower and resources simply makes it very hard. Is anyone out there using or have tested it? I hope I am not the only one who is interested! :)
Yukichan
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Hi there,
would you mind getting in touch with U.S. Army?
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The Tserver for Symposium has been around in the states for several months, I have used it with the symposium server version 1.5 running on windows NT 3.51. So far this configuration is not supported officially. But in October or November Nortel is expected to switch to symposium link 6.01. Here is the compatability as I understand it.
MLink 5b =
Symposium Call Centre Server 1.5 =
Symposium Link 6.01
MLink 5c =
Symposium Call Centre Server 4.0 =
Symposium Link 6.02
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genesys cannot send a call to PID anyway. The best way to get around this is have agents log into a queue ( if this option is purchased ) via the physical set and then genesys can get queue stats for IR with StatServer. the only other way I know of to get around is to have a virtual association with the agentid and extension and PID. You should be able to get state information at least.
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I believe it is the version of the meridian link (5c) rather than the M1 software release which provides the loginid in the login message. Unfortunately for those who will be upgrading to the Symposium link, you will get compatibility with meridian link 5b which does not provide the loginid in login messages. The only way I have been able to get the ID in pre 5c or symposium link is by using a softphone to login...