Symposium & Genesys Outbound

[deb321]

Anyone got this set up? How is it done? Currently have MAX/CCR/Link with queues from Genesys presented to queue. With Symposium queues are replaced by skills. Is it possible to present the call to a CDN with a script sending it to an appropriate skill?

 

[Supernn]

Symposium and Genesys can work nicely together. The call enters Symposium and ends up in the Master_Script. In there you should make the refferal from either the DNIS (external DID number) or CDN to another "primairy" script. In this script (strategy in Genesys languange) you should reffer to the appropriate skillset (skill in Genesys language).
Maybe you should look at some test scripts which are installed with the client version.

Good luck.

Supernn

P.S. If you use the Symposium T-Server, remember that rebooting Symposium will affect the Genesys traffic. Also the load on the Symposium server is rather high if you want to use this method. An idea might be to install another Symposium server (with the same license) and just use it as a transport medium, not for Symposium calls)

 

[rory1]

Something to be aware of is how Symposium routing will affect Genesys.

If you are running with places and place groups, then Campaign Manager will see agents login by the turrets appearing in a particular acd queue which corresponds to the required campaign. It will then dial, for progressive, based on agents going ready. However, there is no link between these agents being ready as far as Genesys is concerned, and whether they are in the skill group for the CDN which you are going to deliver the call into.

There is therefore a bit of a management overhead running Genesys under Symposium as opposed to CCR.

 

[mabsar]

We are using Symposium with Genesys T-Server. T-server routes the call to a CDN based on the strategy of T-server and rest of the call is handeled by SCCS.

 

[mabsar]

We are using Symposium with Genesys T-Server. T-server routes the call to a CDN based on the strategy of T-server and rest of the call is handeled by SCCS.

Absar