Genesys Routing for Nortel +AACC

Voice & Telephony
1

Dear Team,

I am doing skill routing strategy for Nortel PBX.

I have 2 issues:

  1. I need to route a call to Position ID instead of Extension, but call is going to Extension, I have configured use_dn_type = position but if I set this DN type to position, call is not routing.

I used Target block with skill.

Each Genesys place is configured with extension & Position.

  1. How to do RONA from Strategy.
    In Avaya I used NO_ANSWER_ACTION & NO_ANSWER_ACTION, is there anything like this for NORTEL

Thanks a lot Experts.

2

On the first point, the positions are associated with the ACD Queue is this configured in CME?

On the second we load a RONA Strategy against each ACD Position, on the annex tab in CME. This only applies to supervisors, as agents are on auto-answer.

3

Nortel is like that. Will route to that object no matter what.
Check TServer Dep guide for further info.

Nortel is something I try to stay away from after struggling with it for some years…hated its limits compared to other PBXs.

Don’t remember if TServer had NoAnswer options