Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on February 15, 2011, 04:10:53 AM

Title: Should I use VTO for skill whispering for Alcatel?
Post by: victor on February 15, 2011, 04:10:53 AM

Hi,

I have a really simple question and so far I do not know how to deal with it.

One of our clients uses OmniPCX+Genesys 7.6 Inbound with multiskill-based routing. They have asked us if it would be possible to announce a skill to the agent when the call is routed to them.

In other words:

1. URS selects the agent based on a skill "Panda"
2. URS routes the call to agent
3. while call is routed from RP to agent's DN, the targeted agent gets "Skill Panda" announced in his headset.
4. call arrives to agent DN and start ringing

Someone suggested using VTO to accomplish this, someone else told me it cannot be done. Genesys is looking into it right now, but it will take some time. I know that Avaya offers thins functionality. How can we do it with ALU+Genesys?

Help :D

Thanks!
Vic

Title: Re: Should I use VTO for skill whispering for Alcatel?
Post by: bublepaw on February 15, 2011, 11:48:36 AM

Hi Tonny,

There are 2 soultions:
a) move them to SIPS remote agent configuration - costy but simple
b) messy solution - split target selection block into low level URS calls - SelectDN, SuspednForTarget(?? I don't remember exact name), BlockDN, RouteCall - this is how Selection block works. After SuspendForTarget You know exact agent to which You want to send calls so You can invoke TMakeCall(agentDN, annoucement RP). Annoucement RP has a simple strategy that plays message with skill name. When simple strategy is done You invoke RouteCall in main strategy. This solution only works with TragetSelection and has some limited treatment functionality.

Pawel

Title: Re: Should I use VTO for skill whispering for Alcatel?
Post by: victor on February 16, 2011, 04:11:19 AM

Hi, Bubblepaw,

it is Vic not Tonny :D - Tony is in UK, I am in Japan (at least sometimes) :)

While (1) is not possible, (2) would be something we will check our right away. I am a bit surprised about the usage of TMakeCall (agentDN, announcement RP).

I do not understand how you can use two parameters there for Omni...Are you making agent phone dial the whisper routing point from URS???


Best regards,
Vic

Title: Re: Should I use VTO for skill whispering for Alcatel?
Post by: bublepaw on February 16, 2011, 11:50:55 PM

Hi Vic,

I was reading two posts in the same time and I made a mistake ;).

As for You question - yes I am sugesting to make a call from agent phone to whisper rp from main strategy. In strategy You can invoke SendRequest function which allows You to send any request to any device in TServer. In our case we are sending request for agent phone to make call to annoucement routing point. On OXE side You need to remember to configure pilot to allow for internal calls.

Just one thing - I don't remember but I think You need to send register request first since URS is not monitoring any agent phones and TS will reject request.

There is a third option - simpler but customer experience will suffer. You can attach strategy to each agent extension. Strategy will be invoked by EventEstablished and it will make consultation call to whisper rp. From customer point of view it will look like music in queue, ringback, music on hold, real agent - so not so nice but in third solution You don't need to invoke so many low level calls in main strategy.

Title: Re: Should I use VTO for skill whispering for Alcatel?
Post by: victor on February 17, 2011, 05:20:31 AM

Bubble,

I have major problem believing that there is no simple way of doing it. Especially since If Avaya should do it, so should Omni+Genesys solution, considering Genesys is now owned by Alcatel!

The problem I am having with forcing agent to call a routing point for a whisper-announcement is that it will take a few seconds to establish, plus, it might delay the call from being routed to the agent.

Best regards,
Vic

Title: Re: Should I use VTO for skill whispering for Alcatel?
Post by: cavagnaro on February 17, 2011, 04:00:48 PM

lol, trust me, ALU buy on Genesys will not improve nothing on a shot time. OXE already provides the RSI interface which adds a lot for a PBX integration. Actually don't know what Avaya can do exactly but I don't see how OXE can do this automatically. Now, why just don't show that on the popup window?

Title: Re: Should I use VTO for skill whispering for Alcatel?
Post by: bublepaw on February 17, 2011, 10:29:38 PM

Hi Vic,

Problem is more related to OXE functionality - in OXE there is no agent greeting - only cusomter one even in pure CCD routing. That is why it's not possible to do anything with it through Genesys strategy in an easy way.

There is a third option - simpler but customer experience will suffer. You can attach strategy to each agent extension. Strategy will be invoked by EventEstablished is received and it will make consultation call to whisper rp. From customer point of view it will look like this: music in queue, ringback, music on hold, real agent - so not so nice but in this third solution You don't need to invoke so many low level calls in main strategy.

Fourth option is to use ivr for queueing

Fifth is what cavagnaro is sugesting to show popup either on screen or on phone display if there is no agent app


Pawel