Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lamiv_Rumak on May 12, 2011, 11:03:46 AM

Title: Can I target a VAG from Genesys softphone?
Post by: Lamiv_Rumak on May 12, 2011, 11:03:46 AM

Hi,

Can u pl provide me knowledge on how to transfer a call from Genesys Softphone to a different VAG?? Need to know both single step transfer and two step transfer.. Since there is no documentation for softphone am finding it difficult to bring about this. There is a tab called 'control route point' in softphone. is there anyway we can route the call to a different Route point DN and from there execute a strategy to target a VAG.. Experts pl help me out..

Title: Re: Can I target a VAG from Genesys softphone?
Post by: Lamiv_Rumak on May 12, 2011, 12:36:54 PM

Also want to know if we can call a *8 number and perform take back and transfer when call is ringing on a softphone??

Title: Re: Can I target a VAG from Genesys softphone?
Post by: S on May 12, 2011, 03:17:07 PM

You would need a Routing person in your team to help out for sure.
but Basically... you are right... Softphone can dial a route point... which is in the same environment as your agent extension, and a strategy loaded on it can be executed to route the call to a different VAG.

Title: Re: Can I target a VAG from Genesys softphone?
Post by: Lamiv_Rumak on May 13, 2011, 08:35:32 AM

Hi S,

Thanks for your post. But, pl can u tell me how it is possible.. The biggest problem am facing is lack of documentation for 'genesys softphone' and am totally unaware of how to dial a RP from softphone..  :(

Title: Re: Can I target a VAG from Genesys softphone?
Post by: cavagnaro on May 13, 2011, 02:41:09 PM

just as you would dial any other extension...softphone just will do what your agent would do manually, no magic