Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: alaint on August 14, 2013, 07:56:02 PM
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Hi,
Our setup is Genesys 8.1.300, composer, with Cisco switch. We have to work with Interaction Workspace or CTI phone services.
In a composer strategy, I have a prompt "If you know the extension of the person you are calling, please enter it now.". The caller enter the extension (ex : 3511001). I want to attached data to an interaction and target to this extension.
I have try with a target bloc by parsing the extension to match the agent place (ex : PLACE_3511001@.AP). It work, but if the agent is not logged in Interaction Workspace or is not in Ready state, the target do not succeed and do not hit voicemail.
I have try with a force route bloc. It work, but the attached datas are lost.
I need to find a way to target an extension and keep the attached date.
Someone have an idea?
Thank you
Alain
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Route does go out of Genesys, is a forced action, therefore no CTI.
You can create a Place with that Extension on a simple approach.
Why need to keep attached data for voice mail??
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[quote author=cavagnaro link=topic=7948.msg34862#msg34862 date=1376513592]
Route does go out of Genesys, is a forced action, therefore no CTI.
You can create a Place with that Extension on a simple approach.
Why need to keep attached data for voice mail??
[/quote]
Extension are in Genesys and place already exist for these extension. I mention voice mail, just to say that le call do not hit the voice mail when agent not respond. Effectively, we dont need attached data in the voice mail.
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Well shouldn't as the No Answer Event on TServer might be shorter than the ringing time. Your call should return to queue and then route to another agent available while put the first one in NotReady...
Sending to VM is not a very nice option but...try to increase the ringing time on TServer to see what happens. Will also depend on your PBX