Bridge call between agents on delivery

All -
Our call center has given me a challenge. We are looking at adding agents in a remote site (Site B) to handle the same type of calls that are handled in Site A.
The agents in Site B will be paired with an agent in Site A for training.
Management would like the Site B agent to be able to listen into calls that the Site A agent is handling and, as training later progresses, to be able to interact with the caller as well.

We have Nortel Succession 3.0 in one site (B) and Nortel Meridial 1 rel 25.4 in the other.

Ideally, we’d like to be able to pull the Site B agent into the call at the start, instead of requiring the agent in Site A to conference the agent in.

I’d welcome any suggestions on how to do this with Genesys routing.

Thanks in advance for your time.

Hey Kevin,

You have following options

a) tag call in strategy with some kvpair and then

• add functionality to agent application to start conference automaticaly based on this kvpair
• attach strategy to agent DN to react for EventEstablished and create conference automaticaly
  b) I don’t know if Nortel supports it but You can try to invoke monitoring session after target selection block. Strategy selects agent A and You invoke monitoring from agent B to agent A

Pawel