symposium - genesys Tserver

[forcetranquille]

Hello all,

i'm trying to link a tserver with symposium.
Are the phoneset and cdn must be controlled by symposium or only by the tserver ?
Do you have configuration of sympoisum and tserver for exemple ?

thank a lot

French Technical Engineer

 

[DancingDave]

What is controlling the call? Genesys or Symposium.

What are you using Tserver to do i.e. inbound or outbound.

Is the TServer to support screenpops?

We are running SCCS4.2 with Tserver 6.1 for Symposium. The Tserver is used to pass call data to a screenpop application, but Symposium actually controls inbound calls.

We currently do inbound screen popping based on DNIS and do outbound dialling. Once the customer answers, Genesys drops the call to a Symposium acquired CDN, which then handles delivery to the agent (plus screen pop - this is integrated to a CRM application).

We do have to maintain agents on both Symposium and Genesys configuration Manager.

Let me have more detail and I'll see if I can help.

DD

 

[forcetranquille]

hello, thank for your answer.

actually, the tserver is used only for monitor agent and for route the call but it must be able to see event on the cdn.
So, the symposium must control the cdn and genesys must be able to see the event on this cdn. I think it's not possible that genesys and symposium control the same cdn so how to make ?

tk


French Technical Engineer

 

[DancingDave]

FT, you'll need to decide whether you want Genesys or Symposium to control the CDN because, as you correctly state, only one of them can do it (the other can, however, see events on the CDN).

In our environment, Symposium is in charge as Genesys is just a niche part of the call centre for outbound calling. Symposium controls the call centre and hence we want it to manage the outbound area's routing of calls.

The Tserver can still pass data with calls to this area as the DNs are registered by Tserver.

DD