Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: bounty on February 16, 2011, 09:53:33 PM

Title: routing to another destination when all DN out of service
Post by: bounty on February 16, 2011, 09:53:33 PM

Hello all,

I have a problem when a specific location with Agents loose connectivity to the Cisco CallManager and T-Server (major WAN Failure) but the CUCM JTAPI link with the T-Server is still active.

At that time, the CTI Route Point is active, while the IP phones (Agent phones) are not anymore registered to CUCM (connection lost due to WAN Failure).

Is there an automatic routing solution for this type of scenario to reroute the call to an alternate directory number ?

Thanks

Title: Re: routing to another destination when all DN out of service
Post by: bublepaw on February 16, 2011, 11:32:52 PM

Hi,

As far as I've seen - when Cisco phone looses connection to CUCM, Genesys will put such phone in OutOfService state. It means that no new calls will be delivered there so there is no need for special rerouting. For the existing calls on such "disconnected" phones I am not sure if there is something that can be done.

Title: Re: routing to another destination when all DN out of service
Post by: bounty on February 17, 2011, 07:06:00 AM

Hi,

We have a backup system (Cisco SRST with a telecom T2) that will allow the agents to take the rerouted calls without the WAN !
The CUCM continues to send calls to Genesys. I would like to know if it is posssible in a strategy to find out that all DN are OutOfService
and in this case reroute the calls to a specific DN in the CUCM.
This DN should be the backup one for the SRST router.
Any ideas ?

Title: Re: routing to another destination when all DN out of service
Post by: bublepaw on February 17, 2011, 10:39:07 PM

Hey,

Create Place Group that contains all devices from specific remote location. In strategy check statistic which will tell You how many devices are out of services and base on this statistic decide wheter to send the call to remote location or not. There are issues with this apporach:

a) you won't be able to report on anything that is happening in remote site
b) threre won't be any attach data, call information etc
c) agent won't work

In general if You have multiple locations it's better to reuse all other resources to handle calls instead of sending calls to external number without any control


Pawel

Title: Re: routing to another destination when all DN out of service
Post by: bounty on February 18, 2011, 10:22:21 AM

Thanks for the answer : I will try it !