Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Defender451 on August 02, 2016, 05:26:04 AM

Title: switch data: behind the switch implementation
Post by: Defender451 on August 02, 2016, 05:26:04 AM

Agent gets the call from an IVR call.  Agent transfers call via speed dial to a off-net toll free number.
This speed dial VDN is not an object in Genesys.
The VDN points to a vector that says dial 1800xxxxxxx

How can this be reported on in Infomart?
This is a critical transfer number that has to be reported on.

Really appreciate the thoughts,

Title: Re: switch data: behind the switch implementation
Post by: Fra on August 02, 2016, 07:06:05 AM

I don't think you can easily.
I would define that VDN as a RP in Genesys.

Title: Re: switch data: behind the switch implementation
Post by: Tambo on August 02, 2016, 08:31:14 AM

make it into a quick transfer so that it has a route point in Genesys