Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM

Title: Bug with Genesys ActiveX?
Post by: Vic on January 01, 1970, 12:00:00 AM

Hi,

I was wondering if someone could reproduce the following problem on their G3:

1.Agent A places a call to an agent B.
2. Agent B uses hardphone to initiate a transfer.
3. Agent B uses softphone to complete a transfer.

In this kind of call flow, Agent B would not be able to complete a transfer because TransferConnID would be shown as zero....

Can someone confirm this bug for me please?
I was able to reproduce it on G5 and G6.1

Vic

Title: Bug with Genesys ActiveX?
Post by: gauthier on January 01, 1970, 12:00:00 AM

Hi Vic,
The problem you are experiencing is a normal behavior. This is due to the fact that the TSAPI server from Avaya does not push the events over the ASAI link. This means that if you place a call or answer a call directly with you phone or call master, Genesys will not be aware.
Same thing with the state of the Agent, that is why there is an option in TServer for Definity called 'queryagentworkmode'.
Conclusion: The problem doesn't come from Genesys but from the way that the Avaya TSAPI server works.

Regards.