Geneys Device Commanad for Hold Music

[psmerugu]

Hi Guys

I am trying to get Genesys Device command that would Trigger Hold Music in Siebel command.

Help me Out Guys!!!!!!!!

[cavagnaro]

I don't understand.
THold will order your PBX to put the call on hold always that your PBX supports that function.
Is that what you need?

[prashanth]

Hi

Thanx for reply. Here i want play my own hold music file rather than the PBX inbuilt one.
Actually i am going to write a Sibel command and i want genesys device command which will trigger the hold music.

[cavagnaro]

The call is on the PBX not on Siebel, i don't see how Genesys will put a music from siebel to the PBX. I'm lost there.

[prashanth]

hi

Soor i think thi will help u understand what i need.

Agent has received a call on siebel its not on PBX any more and Agent has answered the call he needs to transfer that call to another department in meantime we need to play hold music till the other departments answers the call.

when agent clicks on button hold.The hold music should be played till the call is answered by another department

[cavagnaro]

Call on Siebel? Are we talinkg about the CRM software? If so the call is still on the PBX, as Siebel does not have any call handling functions as far as i know.
So the call is still on the PBX, Alcatel / Avaya / Nortel / etc., so Siebel MUST order the PBX to put the call on hold, that hold music guide will depend on your PBX, not on Siebel.
The only way you can refuse this is telling that Siebel now acts as a SIP server or something like that and that the PBX transfers the call to that Media Gateway, otherwise no possible to use Siebel to play a voice guide.

[prashanth]

Hi

Thanx for th einfo. Can u send me the THold function of PBX.

[cavagnaro]

It's a method of TExtension object.
THold to trigger the hold, and TRetrieve to get it back.

[victor]

Hi,

to place a call on hold:

extension.THold();

to retrieve call:
extension.TRetrieve();

What PBX are you using with your Siebel? Is it SIP? Because if you are using MOH then there are a lot of cool things you can do with that call (other than dropping it :> )

Best regards,
Vic

[René]

Hi prashanth,

the command "HoldCall" is what you're looking for. You can find list of all commands in "Gplus Adapter for Siebel CRM - Deployment Guide" or in the .def file.

René

[prashanth]

Hi rene

Thanx for the reply. i have searched in Gplus Adaptor for Siebel CRM deployment. But was not successful in finding that.

Can u help on this.Can u send me details how to use this command with Command Parameters.

[René]

Hi,

All commands are described in the chapter "Configuration and Installation of the Voice Component / Detailed Description of Device Commands" starting on page 228. The command "HoldCall" doesn't require any specific parameters. Here is a sample definition:

[font=Courier New][Command:HoldCall]
  CmdChannelOnFocus = "TRUE"
  DeviceCommand    = "HoldCall"
  Hidden            = "TRUE"
  Profile          = ""
  Comments          = ""
  CmdData          = "HoldCall"

  [CmdData:HoldCall]
      Param.TrackingID = "{@SelectedWorkItem:DriverWorkTrackID}"
      Comments        = ""
[/font]

R.

[prashanth]

Hi rene

Thanks for command. we have  implemented this "HoldCall" Command.But its not working for us. When agent is putting th call on hold.the call is on hold but music is not played.The Agent is logfged in from Different site i.e from India.

Can you give ur inputs on this.

[René]

Hi,

If the music-on-hold is not played then you need to check the configuration of your switch. Genesys just sends the commands to PBX.

What PXB do you have? Could you post here a log of TServer showing the situation when an agent puts the call on hold?

R.

[prashanth]

Hi Rene

Thanks Alot. Its working Fine.Hold music is played when call is put on Hold in Siebel CRM.

Regards
Prashanth (psmerugu)