Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cpoon on February 24, 2011, 10:23:24 AM

Title: Setting auto-answer for agents
Post by: cpoon on February 24, 2011, 10:23:24 AM

Hi

Our genesys Tserver integrates with Avaya AES and we've developed a softphone using platform sdk. However, even though we've configured auto-answer on PBX for each agent's DN, inbound calls targeted to agent are not auto-answered. Is there any particular settings we need to do on TServer?

any advise is greatly appreciated.  thanks in advance!

Title: Re: Setting auto-answer for agents
Post by: René on February 24, 2011, 11:16:44 AM

Hi,

If my memory serves well TServer's parameter 'route-thru-queue' must be set to 'true' otherwise auto-answer configured on Avaya doesn't work. However, be careful when changing the parameter as it has some impact on how the calls are treated by Avaya (ACD vs. non-ACD) = some configuration on Avaya side related to permissions (COR) may be required.

R.

Title: Re: Setting auto-answer for agents
Post by: cpoon on February 25, 2011, 10:59:17 AM

Hi

We've set route-thru-queue = true, on the avaya switch we've also set the "direct agent calling" to true. But, we still can't get the beep tone.

*scratch head*

Title: Re: Setting auto-answer for agents
Post by: Fra on February 25, 2011, 02:53:39 PM

your question was about how to get auto-answer, not about how to get a beep tone.

Fra