I was not able to find much detail around this in documents or anywhere else. With route-thru-queue enabled, can Genesys select an Avaya queue which is not monitored by Genesys.
E.g. An agent has 2 avaya skills, out of this one hunt is created as ACDQueue in Genesys config and other is not. Can T-Server select the queue which does not exist in Genesys while doing route select ASAI to PBX.
I tried to play around with it a bit. Deleted one ACD Queue/Hunt from CME and noticed Genesys is still routing call through that queue. However, stat server is impacted e.g. login table cannot log the queue for corresponging login event.
Hi - if I recall correctly the “Queue” (i.e. Hunt Group/skill Extension) used is the primary skill for the Agent this is used because TServer is monitoring logins for each agent and uses the first ThisQueue field it sees as the queue to route through.
If you change the primary skill for the agent in Avaya - you should see a different queue is used…
In general you may be able to send a call to a not monitored DN by forcing TServer to do so. But that is not the case of when you want to route a call out to an agent and pass in the ThisQueue parameter of the RouteCall a queue that Tserver hasn’t registered.
Seb is right:
Correct. The queue used is the Avaya primary skill. If the queue has not been registered by TServer, there is no chance you can get any kind of event on it and therefore TServer clients too (e.g. Stat Server) won’t be aware of anything either.