Avaya features ???

[IanDS]

Hi,

I just want to understand what Avaya features people have lost when they have implement Genesys routing. I will give you some examples. Also tell me if you have any of these working using PBX solutions rather than a Genesys solution.

1. Hardphone display will not display VDN name
2. Auto answer tone will slightly change
3. ACW state changes will not be known therefore reporting will be incorrect (not sure if the query timer will see ACW states.( it will see AUX states)
4. VDN / Vector / Skill / Split reports in CMS will be incorrect (if in a multisite environment with no softphone)
5. Ring on no answer (RONA) will not work.

IDS

[IanDS]

actually forget about no#4 that is going to open a can of worms regarding Genesys reporting.....

[mark]

Ian, why do you think #4 will open a can of worms?
If you need site specific reporting then you can still achieve this within Genesys.

#6 - loss of whisper on agent transfer

[IanDS]

This customer wants to use as much CMS reports as possible, as they will have a massive change process to convert all the reports to Genesys report + addtional ones that Genesys can provide.
so fo now it will be a very very small step....

I didnt design the solution, im just the 'consultat' that is helping the business cope with it all.

IDS

[mark]

Ahh i see.
Yes, it could cause a lot of work to be done in building / converting reports. Good money in it for the contractor / vendor that does the work though

[ecki]

Hi Ian,

What exactly does not work on RONA? #5

Thanks.

[IanDS]

The whole feature does not work.

If Genesys is delivering a call to an agent directly then the call doenst go throught the PBX ACD, so the feature wont work.

Ive had route-thru-queue turned on and still doesnt work ( although havent tried it in a long while).

I would say that if you have a similar functionality working then you might have something programmed in the softphone to requeue the call and make the agent not ready.

IDS

[ecki]

Thanks mate.

[Macca]

I don't know your set-up but here a way that should allow you to make productive Avaya RONA functionality even when routing directly to agents :

1. As far as I know each Avaya login requires at least one Avaya Skill / Hunt Group to
be assigned to it. As a result every agent should have a skill assigned to them.

2. Set the RONA on this Avaya Skill / Hunt group to deliver calls to a local Route Point.

3. A strategy can be loaded on this Route Point that can control the routing of bounced  calls.  You could route back to the same skill, use GetConfigOption(StartFromVDN) to pull configurable options to use in the strategy etc.

I might be missing the point as admittedly this isn't pure Avaya routing but it does allow control of bounced calls.

Cheers.