Dialable CDN

[jonmohr]

Hi everyone:

When I try to dial a CDN from within the office, I immediately get disconnected. We are running Genesys, which has control of the CDN's (Route Points in Genesys world) and if I dial the 4 digit CDN from within the office, I get disconnected.

However, if I dial the DID number, I get an announcement that I have loaded on that CDN.

Any thoughts?

 

[lretrievers]

As I understand Genesys, it is routing your calls from "the cloud" and presents calls directly to agent sets on their DN key; the CDN really isn't "functional" any longer. So it would make sense that dialing an external number works, but you can't dial a number from within the system.

 

[johnpoole]

never ran into that, most of my cdn's are symposium controled and work internal and exteranl.. check your idc table ld 49 to see if the did has a translator.. but iretrievers usually nails a post so he has done more genesys then i have.. it's been a few years for me, thank goodness

john poole
bellsouth business
columbia,sc

 

[lretrievers]

Genesys works a bit differently. We do usually recommend that customers keep their Symposium operational, but sometimes it doesn't happen. Genesys is basically a Symposium that works in the "cloud" before the call gets to the actual site. The only reason a Symposium is needed is to acquire the sets and the MLSM link to talk to the Genesys server.

 

[jonmohr]

lretrievers:

I have to disagree or at least argue just a little because here's what I tried to do and what worked/didn't worked:

TServer is seeing the call when I dial just the 4 digit CDN. I then have a strategy loaded on that CDN that routes the call to a specific agent via a target block, which worked just fine. So CDN => DN works.

However, if I dial the exact same CDN number, TServer sees the call, passes it to URS/router, but in this strategy if I send the call to GVP/IVR for announcements via a place group, it dies immediately. So CDN => GVP Place Group dies.

So at this point, I'm thinking it is a problem not with dialing the CDN so much as transferring from the CDN to GVP/IVR.

Any thoughts on that?

Thanks!

 

[lretrievers]

It would depend on how your individual applications are built, and Genesys probably has the answer. I have worked with Genesys on installations but they basically do their own programming.

I do know that if your switch takes an INI, or the Symposium gets rebooted, the systems gets out of "sync" and everything needs to be shut down and restarted in an orderly fashion.