Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anandtadimalla on October 18, 2011, 05:07:22 AM

Title: Agent Assistance
Post by: anandtadimalla on October 18, 2011, 05:07:22 AM

Hi,

  how to enable [b]agent assistance request to supervisor[/b] from Agent GAD. Is this feature is configurable on Genesys or have to do customization on GAD.

Thanks in advance..


Regards,
A

Title: Acne masque
Post by: javariajee on October 18, 2011, 11:19:05 AM

Oh yeah.

Title: Re: Agent Assistance
Post by: cavagnaro on October 19, 2011, 03:13:54 PM

What exactly does that option is supposed to do and on which PBX?

Title: Re: Agent Assistance
Post by: anandtadimalla on October 20, 2011, 07:59:00 AM

cav,

  the feature goes like this, if agent requires any help from supervisor to answer customer quires..agent requests assistance from supervisor through GAD by flagging some thing to supervisor that i need help.

Sip Server deployment guide says,

[b]Assistance Request
An assistance request is a TSingleStepConference request containing the
AssistMode parameter in the extensions. SIP Server creates a new monitoring
session based on the assistance request, but a monitoring subscription is not
created.
The AssistMode extension is identical to the MonitorMode extension used in the
TMonitorNextCall request. The difference is that AssistMode can contain only
the connect and coach values.
There are no parameters to define the scope and type of the monitoring in an
assistance request, so the following monitoring parameters are used:
• MonitorScope set to call
• MonitorType set to MonitorOneCall
These two settings are hard-coded and cannot be changed.[/b]

so, please help me out. how to enable/configure this feature on GAD..

regards,
A

Title: Re: Agent Assistance
Post by: cavagnaro on October 20, 2011, 03:35:44 PM

I do remember an option on GAD that no matter what you pressed it will always call the supervisor...maybe there are the options as for what I can see on SIP Server there is nothing to configure.

Title: Re: Agent Assistance
Post by: cavagnaro on October 21, 2011, 04:32:10 PM

I think you know to read, right? What about if better you open the GAD deployment guide and search "Supervisor"?