Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: hossam on November 16, 2011, 08:59:53 AM

Title: Need to handle calls released from ringing
Post by: hossam on November 16, 2011, 08:59:53 AM

Hi,

We're running SIP server 8 and we need to handle calls the gets released by agents while ringing on their phones.

Could anyone help.

Thanks in advance :)

Title: Re: Need to handle calls released from ringing
Post by: René on November 16, 2011, 09:26:40 PM

Hi,

Could you please explain a bit more about what you mean by "handle calls the gets released by agents while ringing on their phones."? Plus, I don't understand how agent can release call that is ringing and has not been answered yet...

R.

Title: Re: Need to handle calls released from ringing
Post by: hossam on November 17, 2011, 12:14:44 PM

Hi René,

When an inbound call is ringing on an agent phone, the agent can release it with a button in the hard phone (we're using SNOM phones connected to a SIP Server). Also when it's rining on GAD while the option "auto-open" is set to "true", the agent can click disconnect to release the call before issuing an answer.

Hope this was more clear :)

Title: Re: Need to handle calls released from ringing
Post by: hossam on November 17, 2011, 12:18:25 PM

Hi (again) René,
I discovered the SIP Server option "agent-no-answer-overflow" applies also to calls released by the agent (as it applies to all calls abandoned from ringing)
So setting this option to something like "recall" send the call back to RP (and in turn to the target again)

So this solved my issue.

Thanks René for your reply ;)
Have a good day