Auto Answer Help

[dmoore7648]

We are currently using Genesys to route calls. Genesys ACD call route directly to the physical phone (2381) for example. The Agent login ID is 8575.

I have the station (2381) set to Auto Answer: ALL and the Agent login ID (8575) set to Auto Answer: ACD

The problem is when Login ID 8575 logs into 2381, 2381 no longer Auto Answers even though it is set to Auto Answer: All.

Looks like the Login ID is overriding the Stations. Also, I can’t set the Login ID to Auto Answer: Station because I don’t want DID calls which are routed to the Login ID to be auto answered.

Anyone have any ideas?

Thanks!

 

[Ronster]

When an agent logs in to a station their settings override the stations. You can set the login ID auto-answer to station to then use the station settings.
It looks like you want to have auto-answer for DID calls to the station extension but not DID calls to the agent extension?
Are both in your DID range?
If you don't want people calling the agent ID directly then why not move the ID's to a non-DID range?

Ronster
"I always arrive late at the office, but I make up for it by leaving early."

 

[dmoore7648]

Genesys routes ADC calls directly to the Station Extension and this is what I want auto-answer. The Agent login ID is their DID number and I want to have this manual answer. Genesys doesn't use the Avaya ACD so You can't set the Station Auto Answer setting to ACD because it won't answer. If I set the Agent Login ID to Auto Answer All, it will Auto Answer both Genesys ACD and DID to the login ID.

What I'm looking for is Auto Answer to the Station Extension and Manual Answer to the Agent login ID..

 

[FSI]

Can you not reverse the setup and route the Genesys calls to the AgentID and make the StationID their DID? This would also follow the logic that you need to ‘log in’ in order to receive ACD calls even if these ACD calls are not AVAYA generated ACD’s but coming from Genesys.

Regards

Frank

 

[dmoore7648]

It would... However this would kill free seating.

 

[FSI]

not if you teach those people how to log in and out with their StationID.

 

[indygnwd]

Try turning on Direct Agent, and assign the agent a direct agent skill. They already have one so you can just use that one if you like. Next, turn on auto-answer on the station to all, on the agent id form acd. Sounds like you have already configured this so you may not need to change it. Okay, on the COR for the station and agent ID make sure you set Direct Agent to yes. Now here is the fun part. Both station and agent ID calls will now be treated as ACD calls. However here is a trick. In order for Direct agent to work all CORs handling the call must have direct agent also turned on. So for instance, a trunk group and vdn routes the call to Genesys, so change those CORs to allow direct agent. Now assuming you have a separate trunk group for DID calls, set the COR for this trunk group to NOT allow Direct Agent. Thus DID calls will not be considered an ACD call. Confusing, just remember the entire path must have all CORs set to Direct Agent yes for the call to be considered ACD. Also be careful, even agent to agent calls are auto-answered if both the originating agent and the receiving agent have CORs with Direct agent enabled. Hope this helps