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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dimitry on November 25, 2016, 07:01:41 AM

Title: Number of Channels in PRI
Post by: Dimitry on November 25, 2016, 07:01:41 AM

Hi All,

Many of you would have a good experience in Switches. I would like to understand some basic on the number of channels occupied for a certain scenarios

Customer calls a Freephone number (0800) and then it gets transferred to a Nortel CS2K switch ACD which connects to a IVR . So this call will have one channel in the trunk being occupied.

Now at the end of the call the call gets transferred(blind transfer) to an agent who is on a other CS2K switch. With the interlink trunks the calls is transferred to that agent. I hope still it is only on channel occupied  in the first switch ... Am I right?

Now if the agent do a consult transfer again to a 0800 number that links to another group of agent  , now there will be two channels in parallel .. Am I right ?  One channel is on hold with agent 1 and the other channel agent 1 speaks to agent 2 . Am I correct?

if agent transfer the call completely to agent 2 there will now be only one channel  right ?


Thanks
Senthil

Title: Re: Number of Channels in PRI
Post by: nonny on November 28, 2016, 06:18:02 PM

Need to talk to your carrier but at the point of consult you will have an inbound and outbound channel in use for the duration of the call even after transfer.

Some carriers support TBCT/ECT/ETSI transfers freeing up those channels but your switch/gateway needs to support it as well. You should discuss that with your provider.

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