Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: nonny on November 18, 2016, 06:36:10 AM

Title: Local AND Nailed Up agents
Post by: nonny on November 18, 2016, 06:36:10 AM

Hi guys

How do you manage agents who need to use a nailed-up connection but also work in the office using SEP?  Doing one or the other is straight forward but to have agents switch between them seems an admin pain in the.....

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Title: Re: Local AND Nailed Up agents
Post by: nonny on November 22, 2016, 08:45:48 PM

Nobody have any pearls of wisdom?

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Title: Re: Local AND Nailed Up agents
Post by: cavagnaro on November 22, 2016, 09:00:04 PM

No clue, but just for curiosity, what is the difficulty?

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Title: Re: Local AND Nailed Up agents
Post by: nonny on November 22, 2016, 10:02:21 PM

Local agents are given a role to allow them to use SEP.  Nailed up agents don't need or use SEP.

Nailed up agents have their dn modified for their remote number.  But on site calls need to be delivered to the actual DN over the SEP.

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Title: Re: Local AND Nailed Up agents
Post by: cavagnaro on November 22, 2016, 11:58:14 PM

Jummm, I would propose to customer to have one agent ID for each scenario

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Title: Re: Local AND Nailed Up agents
Post by: Tambo on November 23, 2016, 08:19:59 AM

yes use an agent ID with login for site calls and a supervisor ID for the nailed up connection, they just swap between the two.

Title: Re: Local AND Nailed Up agents
Post by: nonny on November 23, 2016, 08:20:54 AM

Wouldn't that require two DNs as well?

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Title: Re: Local AND Nailed Up agents
Post by: nonny on November 23, 2016, 08:23:17 AM

That would also impact on WFM

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Title: Re: Local AND Nailed Up agents
Post by: Tambo on November 23, 2016, 08:30:41 AM

when we used TDM this worked as supervisor DN was the DDI and agent DN was normal Place and Extension DN.
This agent then had both agent and supervisor shifts in WFM.
this wasn't ideal but worked because Supervisors only worked as agents when doing overtime

Title: Re: Local AND Nailed Up agents
Post by: nonny on November 23, 2016, 09:16:17 AM

Thanks

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