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Hey guys and gals, We are using Genesys to route calls using Direct Agent Routing. Here is the issue we are having: If an agent is in a not available state, when Genesys offers a call, the call will sit in a ring state, until the Agent becomes available. CMS shows “Direct Agent Call...

When Gina and any other coworker in group 64 are logged to available, Calls will route 1st to Gina's extension regardless of the length of time each SP has been in available. As an example, Gina ext - 2225325 and Kim Ext 2225331 Both Agents are in available and a call routes to Gina. Gina...

True , But All of my VDNS are set to display the VDN NAME and the CLID , So I do not know where this message is coming from .

We have an Agent who sometines receives a call ( Dead Air ) and the phone display says State=ACD . Dose anyone know what this means ? Thanks

We have an Agent who sometines receives a call ( Dead Air ) and the phone display says State=ACD . Dose anyone know what this means ? Thanks

Looks like we were able to get it working : We set up in the AAR Analysis a dial string to be 8079 and use route pattern 300 with a min and max digits of 8 In route patten 300 we selected the trunk group and deleted 4 digits . The vector is route-to number *5080798134 . We have tested...

The Far end is configured correctly , and we get the same error if we dial the TAC directly . We get recorder tone as soon as we dial the TAC .

Hi, We are trying to tie together our Avaya to a Nortel , We have a Point to Point PRI tie line between the 2 switches . When we try to dial the TAC code 8079 and the 4 digit DN on the Nortel switch we get the denial event 1186 . Example Vector : 01 wait-time 0 secs hearing silence...

We have a S8700 . I have 2 Music sources for the same Tenant , Source 1a is for Music on hold and Source 1b is for queue music . Both Music sources are connect to Analog Cards in two seperate S8700 in two different cities . How in a vector do I Tell the switch to play 1a for Music on hold...

Hi Phone Girl , We have a S8700 . I may not have explained myself properly , I have 2 Music sources for the same Tenant , 1a is for Music on hold and 1b is for queue music . How in a vector do I Tell the switch to play 1a for Music on hold and 1b for queue music ? Thanks

What is an Audio Source Extention ? And can I utilize it with a MOH Analog Group ?

Hi , What I am trying to accomplish is to create a MOH Analog group between 2 switches , 1 switch is in RSN TX and the other in MHN NY . We have T-1's going into both switches. I have set up a music source on an analog port in both switches . And created a MOH Analog group for both . My...

We have agents that are required to put in a code after they have completed thier call . Examples : 10 = Sales 11 = No Sale 12 = Re-New We give them 15 seconds of ACW to do this . How do we enable thw Agents to enter this info and where would it get stored? Thanks...

I am trying to make conference calls . Place first call . Hit conference Buton . Place second call . Hit conference button Again . The calls will not conference together , I get a denial tone . When I did a list trace on my station , it shows a denial event 1760 Conference COR...

HAve you tried turning on the VDN Override in the VDN form.

I added the callr-info key and it worked like a charm , as per dwalin( Thanks ) . Is there a way to have the digets collected in the vector automatically appear on the teleset so the agents don't have to press a button ? Reason being is that this is only required for a handfull of Agents and i...

Hi dwalin, thanks for the info , I added the callr-info key and it worked like a charm . Is there a way to have the digets collected in the vector automatically appear on the teleset so the agents don't have to press a button ? Reason being is that this is only required for a handfull of...

Hi All , First time user here . Here is what I am trying to accomplish . I have a client who is outpulsing an account code in a vector after I supply them with answere supervision. The call routes ok , but when handled by an Agent , the teleset display isn't showing the Account code its...