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: URS cannot do treatment requests for G3
Post by: Vic on January 01, 1970, 12:00:00 AM

Ok, guys, how can you use URS in G3 without a treatmentsupport? What is commonly used instead?

Title: URS cannot do treatment requests for G3
Post by: Superglide on January 01, 1970, 12:00:00 AM

What sort of treatment are you trying to apply? We run G3r with 6.5

Title: URS cannot do treatment requests for G3
Post by: Vic on January 01, 1970, 12:00:00 AM

I tried ringback, fivesilence, and givemusic for starters. According to the Genesys white paper, it is not support for G3, is it?

Title: URS cannot do treatment requests for G3
Post by: JohnR on January 01, 1970, 12:00:00 AM

No, it is not supported. You have 2 options to supply treatments using a G3 with CTI based routing. The one most commonly used is to use the call vector in the switch to supply the treatments. Even after the vector asks the adjunct to supply a route , it will continue to follow treatments applied in the vector. The other option is to deploy the Genesys Voice Treatment Option, but that requires addition server and switch hardware.

Title: URS cannot do treatment requests for G3
Post by: Superglide on January 01, 1970, 12:00:00 AM

Vic,
I have an Avaya whitpaper on how to give treatments. We had exactly the same problem, and chose not to go VTO because of the number of ports we would have needed.

Shall I email it to you?

Graeme

Title: URS cannot do treatment requests for G3
Post by: Alex on January 01, 1970, 12:00:00 AM

Hi,
we deployed Genesys URS 6.5 and we use all G3 treatments using G3 as a virtual IVR, developing vectors in which we put treatments to be applied in Strategies, inserting treatments in busy treatment masks in IRD and using Virtual Queues. All is going well, the only problem is that you have to use Virtual Queues and not Queues for reporting purposes and create special Vectors on G3