Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kevin S on February 08, 2011, 06:44:32 PM

Title: Bridge call between agents on delivery
Post by: Kevin S on February 08, 2011, 06:44:32 PM

All -
Our call center has given me a challenge. We are looking at adding agents in a remote site (Site B) to handle the same type of calls that are handled in Site A.
The agents in Site B will be paired with an agent in Site A for training.
Management would like the Site B agent to be able to listen into calls that the Site A agent is handling and, as training later progresses, to be able to interact with the caller as well.

We have Nortel Succession 3.0 in one site (B) and Nortel Meridial 1 rel 25.4 in the other.

Ideally, we'd like to be able to pull the Site B agent into the call at the start, instead of requiring the agent in Site A to conference the agent in.

I'd welcome any suggestions on how to do this with Genesys routing.

Thanks in advance for your time.

Title: Re: Bridge call between agents on delivery
Post by: bublepaw on February 08, 2011, 09:54:35 PM

Hey Kevin,

You have following options

a) tag call in strategy with some kvpair and then
  - add functionality to agent application to start conference automaticaly based on this kvpair
  - attach strategy to agent DN to react for EventEstablished and create conference automaticaly
b) I don't know if Nortel supports it but You can try to invoke monitoring session after target selection block. Strategy selects agent A and You invoke monitoring from agent B to agent A

Pawel