How to configure so agents can work from any PC in the center?

[NewToGenesys]

We are implementing the Genesys SIP server, the GPlus adapter for Siebel and Eyebeam softphones.  Siebel is going to be accessed via a virtual machine, while the Eyebeam client will reside on each desktop.  I'm told that Siebel makes a permanent (configured) correlation between the agent ID and the Eyebeam station ID.  Is there a configuration we can use, which will allow agents to sit at any desktop in the center, without having to unregister the phone at their previous location, and then register it at the new?

[cavagnaro]

Siebel will handle only TLib and Softphone will handle SIP layer. Between both of them have nothing on common except the fact that it shares SIP Server as common center of both communication layer.
You can even in theory have many siebel desktops associated to a single DN and then receive all events from this DN, BUT only 1 and only 1 softphone per DN

[René]

Hi,

[quote]We are implementing the Genesys SIP server, the GPlus adapter for Siebel and Eyebeam softphones.  Siebel is going to be accessed via a virtual machine, while the Eyebeam client will reside on each desktop.  I'm told that Siebel makes a permanent (configured) correlation between the agent ID and the Eyebeam station ID.  Is there a configuration we can use, which will allow agents to sit at any desktop in the center, without having to unregister the phone at their previous location, and then register it at the new?[/quote]
I'm not sure what you're after when talking about unregistration/registration at new place... Do you want to use so called free-seating when any agent can use any PC and phone number is tied with PC? Or you want an agent having the same number all the time?

R.

[hossam]

If I got your question correctly, there is a feature in siebel that enables free seating.
Just navigate to Administration-communication -> All Telesets and add a new teleset. Give it the name of the machine in the name and host fields (run the command hostanem in cmd to get it). Then in the subapplet named extension, click new and chose S then write down the extension number in the other field.

Do this for each PC in the call center. Once the agent logs in, it will get the siebel will automatically get the PC name and logs in the extension assigned to this.

Hope this helps.

Cheerz

[NewToGenesys]

[quote author=René link=topic=6494.msg28266#msg28266 date=1308753227]
Hi,

[quote]We are implementing the Genesys SIP server, the GPlus adapter for Siebel and Eyebeam softphones.  Siebel is going to be accessed via a virtual machine, while the Eyebeam client will reside on each desktop.  I'm told that Siebel makes a permanent (configured) correlation between the agent ID and the Eyebeam station ID.  Is there a configuration we can use, which will allow agents to sit at any desktop in the center, without having to unregister the phone at their previous location, and then register it at the new?[/quote]
I'm not sure what you're after when talking about unregistration/registration at new place... Do you want to use so called free-seating when any agent can use any PC and phone number is tied with PC? Or you want an agent having the same number all the time?

R.
[/quote]

Thank you for your response.  I have been told that we have no choice - the agent must use the same softphone extension all of the time.  If that is the case, how do I avoid the agents having to unregister the softphone extension each time they leave a workstation?

[NewToGenesys]

[quote author=hossam link=topic=6494.msg28279#msg28279 date=1308832931]
If I got your question correctly, there is a feature in siebel that enables free seating.
Just navigate to Administration-communication -> All Telesets and add a new teleset. Give it the name of the machine in the name and host fields (run the command hostanem in cmd to get it). Then in the subapplet named extension, click new and chose S then write down the extension number in the other field.

Do this for each PC in the call center. Once the agent logs in, it will get the siebel will automatically get the PC name and logs in the extension assigned to this.

Hope this helps.

Cheerz
[/quote]

Thanks for your suggestions.  I'm sorry, but I am not following you.  Will this solution work if  Siebel resides within a virtual machine and the softphone client is on the desktop?

[hossam]

[quote author=NewToGenesys link=topic=6494.msg28282#msg28282 date=1308845572]
[quote author=hossam link=topic=6494.msg28279#msg28279 date=1308832931]
If I got your question correctly, there is a feature in siebel that enables free seating.
Just navigate to Administration-communication -> All Telesets and add a new teleset. Give it the name of the machine in the name and host fields (run the command hostanem in cmd to get it). Then in the subapplet named extension, click new and chose S then write down the extension number in the other field.

Do this for each PC in the call center. Once the agent logs in, it will get the siebel will automatically get the PC name and logs in the extension assigned to this.

Hope this helps.

Cheerz
[/quote]

Thanks for your suggestions.  I'm sorry, but I am not following you.  Will this solution work if  Siebel resides within a virtual machine and the softphone client is on the desktop?
[/quote]



This should not be a problem. As long as each virtual machine (running Siebel Client) having a unique host name.
This should typically work.