Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Rajnish@49 on July 28, 2016, 07:03:26 AM

Title: WDE:- Agent does not get Answer option, When call conference is initiated.
Post by: Rajnish@49 on July 28, 2016, 07:03:26 AM

Hello Guys,

  When an agent starts Call conference to another agent 'B' through directly dialing Agents Extension number. Agent B does not get option to Answer or reject the call. It automatically gets connected. We are using WDE, and option Media.auto-answer=false is set on WDE application. Is it working expected? or we can provide option to answer or reject the conference call to destination Agent WDE application?

Thanks in Advance!!

Thanks,
Rajnish

Title: Re: WDE:- Agent does not get Answer option, When call conference is initiated.
Post by: Tambo on July 28, 2016, 08:55:38 AM

You are dialling the extension DN not the agent so it is not like a normal inbound call. try dialling the agents ID instead.

Title: Re: WDE:- Agent does not get Answer option, When call conference is initiated.
Post by: Rajnish@49 on July 28, 2016, 01:29:16 PM

Hello Tambo,

  Thanks for your reply. We can try using Agent ID. But do we have any option for Controlling Manual Answer for conference call through WDE or AVaya? Since When we do Instant Transfer to same agent through Dialling Extension/DN. It does provide option to accept the call.

Call gets automatically answered, Only in case if it is Conference call. In all other situation, Answer & Reject option is provided. Does product restrict it or i am missing some configuration on WDE?

Thanks,
Rajnish

Title: Re: WDE:- Agent does not get Answer option, When call conference is initiated.
Post by: Tambo on July 28, 2016, 01:45:52 PM

mmm  only thing i can think of then.      check routing based actions for voice , see if one step conf and init conf are there.