cuneyt2919
Technical User
Hi,
We use Genesys T server 6.5 ERS solution..
4029 is configured as CTI group (Routing Point on Genesys side) and ERS server monitors this DN and deflects calls to the ODNs.. There is no problem when i call 4029 internally. First 4029 rings and it deflects to an ODN.
But when a customer call comes from PSTN, the call is queued on 4029.
I mean the problem is ERS can route calls when a call comes internally, but if the call comes, from PSTN the call is queued on CTI group and never diverted...
Does anybody know the reason of it
Thanks
Regards
We use Genesys T server 6.5 ERS solution..
4029 is configured as CTI group (Routing Point on Genesys side) and ERS server monitors this DN and deflects calls to the ODNs.. There is no problem when i call 4029 internally. First 4029 rings and it deflects to an ODN.
But when a customer call comes from PSTN, the call is queued on 4029.
I mean the problem is ERS can route calls when a call comes internally, but if the call comes, from PSTN the call is queued on CTI group and never diverted...
Does anybody know the reason of it
Thanks
Regards