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 Waiting”
The List Trace on the Station shows "Ring Hunt Group"
What should happen is the call should be sent back to Genesys if the agent is not in available. Genesys say they have this working on other Avaya switches.
Also this was working correctly for 4 weeks and just started to fail.
17:54:20 Calling party trunk-group 29 member 130 cid 0x2f5b
17:54:20 Calling Number & Name XXXXXXXXX NO-CPName
17:54:20 dial 2259003
17:54:20 ring hunt-group 959 cid 0x2f5b
18:00:15 idle trunk-group 29 member 130 cid 0x2f5b
18:00:15 Calling party trunk-group 29 member 130 cid 0x2f5b
18:00:15 Calling Number & Name NO-CPNumber NO-CPName
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 Waiting”
The List Trace on the Station shows "Ring Hunt Group"
What should happen is the call should be sent back to Genesys if the agent is not in available. Genesys say they have this working on other Avaya switches.
Also this was working correctly for 4 weeks and just started to fail.
17:54:20 Calling party trunk-group 29 member 130 cid 0x2f5b
17:54:20 Calling Number & Name XXXXXXXXX NO-CPName
17:54:20 dial 2259003
17:54:20 ring hunt-group 959 cid 0x2f5b
18:00:15 idle trunk-group 29 member 130 cid 0x2f5b
18:00:15 Calling party trunk-group 29 member 130 cid 0x2f5b
18:00:15 Calling Number & Name NO-CPNumber NO-CPName