Genesys Call routing between Two agents on Two different switches

Voice & Telephony
1

Hi All,

Could anyone help to explain me how the routing takes place when there are two agents on two different t-server connected to two different switches?

  1. Agent A - connected to switch A and Tserver 1
    2 ) Agent B - connect to Switch B and Tserver 2

Agent 1 received an inbound call from IVR .. Now Agent A wants to do a transfer to agent B .

Is the below flow correct

  1. Agent 1 initiates the transfer through Tserver 1 - Routepoint
  2. T-server 1 tries to contact T-server 2 to reserver the agent on T-server 2 .
  3. T-server 2 receives agent Reservation request via External Route point
  4. T-Server 2 checks for the ACD destination and then reserves agent
  5. Tserver2 agent B recevied the call as he is logged into to the ACD

Am just confused with CDN , ERP and RP as am quiet new to this.

Thanks
Senthil

2

Check information about ISCC, you need this configured

On PBX level both of them need to be configured to be able to call each other (as said, PBX level, Ip, TDM, no matter, somehow they must)

Now on Genesys, the same, each TServer via ISCC must know what is happening on other side, same for routing the call.

TServer A commands PBX A to transfer call to agent B on PBX B and via ISCC TServer B acknowledges the attached information.

Can it be done without ISCC? Sure, but no attached data over that transfer.

3

The DNs a call transverses are strictly dependent on the PBX you use [and the ISCC method used].

CDN is a generic term to indicate what in Genesys is configured as a RP - don’t get yourself confused by the PBX vendor vs Genesys terminology - two words can actually mean the same thing.

If you work with a regular default/route ISCC method, your description above is fairly correct; the main incorrect elements are:

  • agent reservation: can come along with ISCC, but it’s not part of an ISCC transaction
  • when TServer 2 has received the request from TServer 1 for routing to agent 2, it reserves an ERP and communicates back to TServer 1 the way it can hit that ERP [typically an Access Code]
  • TServer 1 then dials via switch 1 that Access Code - when switch 2 gets the call, it signals TServer 2

I do suggest you study any TServer guide where ISCC is widely explained.

Fra