Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on January 08, 2014, 03:21:01 PM
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Hello,
We are using SIP 8.1/GVP 8.1.5/OCS 8.1/GAD 7.6.
Customer would like to route answering machine detected calls into agents, then allow them functionality to transfer this call to a message.
We have no integration between CRM and Genesys at the moment so agent manually updates result in CRM as 'left message on answering machine'.
Is it possible for OCS to play a message but also for the call to screen pop in GAD (and allow the agent to update CRM).
Or is it a better solution to route these to agent and get them to transfer to the message?
Or are we overcomplicating things.
thanks.