Emulated Agent VS Agent Substitute mode

Voice & Telephony
1

Hello

I don’t understand the option “Emulate Agent” . Is this meaning that the Tserver emule the fonctionnalities of the switch ? ( like by using Virtual routing Points )

2/ then , what is the difference between, the two working modes :
Emulated Agent AND Agent Substitute mode

thank you for your responses

2

Hi MaxonMan,

You’re pretty close. “Emulated Agent” means that an object representing an agent exists only in TServer’s memory and if your TServer goes down you “lose” your agents (using HA is a good idea in that case). Using other words, the switch is just handling the call as it does normally and TServer provides the ADC/agent related functionality.

Agent Substitute Mode is TServer’s function related to handling of calls-related events generated by the switch. The function is available for switches (Alcatel, any else?) using two devices (extension and ACD Position) to provide ACD/agent functionality.

René

3

Thanks Rene for your response.

you are talking about ACD. Do you mean a switch with a CCD, or normal switch ( withoud CCD software installed )

i’m a little bit confused, can you please explain me those notions ?

thanks

4

Hi,

Sorry for confusing you. The agent-substitute functionality doesn’t reply on CCD. I use “ACD” as a general term and Alcatel does support some kind of ACD functionality even without CCD.

More technical explanation:
You need two devices to log in an agent on Alcatel switch - extension (Authorized set) and ACD Position (= has to be same as agent login to allow free seating). When an agent logs in the extension device becomes out-of-service and ACD Position becomes in-service. This means you have to monitor both devices to get call-events. And here comes the agent-substitute function. If you enable that function then TServer propagates all events to authorized set (extension) even the agent is logged in. So it’s not necessary to monitor both devices by TServer.

I hope you find me explanation helpful :wink:

René

5

Just to complete the info, to activate the agent-substitute go to CSTA on your OXE (Alcatel PBX) and activate the Forward to ProACD feature.

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6

Ok ,

So, can you please tell me what does mean the AIL option “A4400-custom-substitute-mode” ?

is that meaning : " is the A4400 switch working in substitute mode by default ? "

I did not found this option in the Genesys Documentation.

7

MaxonMan,

I found the option you’re talking about in documentation for Gplus adapter for mySAP ICI Multi-channel version 7.1. This option affects the way the Gplus adapter is handling messages (events) received by TServer and can override TServer’s agent-substitute (on application level, not changing TServer’s options).

René

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8

I don’t know what Gplus is used for.
but I guess is a midleware for mySAP CRM . isn’t it ?

if so, then it may be analog to the AIL server wich is also our midleware for Oracle CRM.

Then, if the “A4400-custom-substitute-mode” option is applied for Gplus , it may be also for AIL.

what do you think about that ?

9

Yes, it possible.

I would suggest you to contact the vendor of your middleware for Oracle CRM to explain the meaining of the option to you.

R.

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