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: AUX code for G3
Post by: Vic on January 01, 1970, 12:00:00 AM

Hi, everybody, I was wondering if it was possible to set and get AUX via TLib and softphone.

Thanks,
Vic

Title: AUX code for G3
Post by: Superglide on January 01, 1970, 12:00:00 AM

We are in the same boat. Going from a G3 with 9 AUX codes to Genesys. The only way we can do it at the moment (running CallPath 6.3) is to have a pulldown list in the softphone where the agent selects the AUX code and then having the softphone perform a makecall function by dialling the feature access code appended by the AUX reason number.

I do not believe the Genesys API set supports AUX codes as mentioned above so if this were to be performed within Genesys as a KeyValue pair or something then CCPulse reports should indicate the state change, but The G3 reports will just show AUX mode. Hope this helps I'm a greeny CGE so may have the Genesys bit wrong but have an excellent background in CTI.

Graeme

Title: AUX code for G3
Post by: Peter on January 01, 1970, 12:00:00 AM

Vic

You can use the Extensions attribute to sert up to 9 Aux codes on the G3. See the latest version of the Avaya Definity G3 TServer manual.

Peter,

Title: AUX code for G3
Post by: Vic on January 01, 1970, 12:00:00 AM

Thank you for your reply.
I can set AUX with NotReady, but how can I setup AUX code when agent dials out? Can I issue a new NotReady after EventDialing with AUX code in it? Would CMS show the call based on the latest AUX or not?

Title: AUX code for G3
Post by: Peter on January 01, 1970, 12:00:00 AM

Vic

Why don't you have your desktop application have the agent select a Aux code when they dial out. Then when the call is in progress you can send the Aux code in a Not Ready request.

The G3 allows you to place the handset in Not Ready while a call is in progress. The Not Ready request is buffered and the handset doesn't actually go Not Ready until after the call is released so I see no reason why you can't set your Aux code in this manner. You may even be able to send a Ready request with the Aux code even though the agent is actually already Ready. TServer may step in here and not send the Ready request to the G3 if it knows the agent is already Ready. You'll have to experiment with this.

I'm unsure how CMS will react in the above environment. In the sites I support we don't use it so I have no experience of it.

Cheers

Peter