Multiple database issue

Hi,

We have two call centers at different locations with seperate databases. We want to implement Genesys 6 suite in such a way that if agents in call center A are busy, the call can be transfered to call center B.

The issue at hand is that if the data of a customer is stored in database A but the call is transfered to call center B, how do we ensure that a screen pop happens at the agents desktop with data from database A.

Can one Db server talk to two databases simultaneously??

The solution we are thinking on is istalling the entire G6 Suite at one call center and only another Tserver/desktop toolkit/IVR interface at the other call center.

Do you think it is feasible?

Is there any document in the genesys documentation which explains how to handle such a situation??

Thanks

George

Hello, George! I will do my best to aswer this one.

from where are you trying to access database? ir(urs)? ivr? desktop?

Genesys says that dbserver should only access one db, but we were able to get the same dbserver to access two different dbs by definiting a separate data access point and tying it to the same dbserver.

The simplest way would be adding an addition userdata field to the call where it would define the call center where the call has arrived at. After checking for the content of that field, you can then decide which dap to use. It should be a piece of cake to implement with ivr or urs.

Of course you can always use DNIS to determine the original PBX too.

Do you have IVRs in both call centers? If so, then a simple AttachData or DNIS check would be sufficient to decide where to get the data from.

If you are trying to tell agent desktop to pull up data from a different db then it would be a little bit harder.

Can you please tell me more so that I could provide you with a bit better answer?

Jeff

Hi jeff,

Thanks a lot for this info!!

We are trying to access the datbases thru IR(URS)…

We are also planning to have IVRs at both the call centers…

I like the idea of adding an addition userdata field to the call where it would define the call center where the call has arrived at.

But once we have identified which database to pick the data from, how does the IR actually accomplish the task?

Does it actually go thru a single Db server which in turn interfaces with both databases or does it interact with different DB servers for different databases…

If we actually use two Db servers, does that mean that we would have to replicate other components of the framework also in the other call center?

thanks

George

George,

if you are using URS, then you should not really sweat at all.

Here is what I propose:

add a separate DB Server to both computers running your database.

create two DAPs; one for each database

when call comes, use URS to attach a unique data to the call (you can add switch name in attach data.

in your strategy where you are tring to access data, create a simple business
ules statement that would have URS follow a different path in a strategy based on the particular attach data.

define two data access objects using using either db1 DAP or db2 DAP for example.

add these data access objects after the business rules object.

So, now you will have one strategy, which will check for attach data, and based on it, access different databases. Needless to say, you will need to define fields you want to retrieve from these databases.

There is no need for you to replicate everything.

If both of your centers are using the same CME, just have one SCS, Message Server, Config Server, cfg_dbserver and then add TServer for each PBX. If you have IVR for each call center, then add one IVR server for each TServer. All these components would be connected to the same config server… Unless somehow call center 1 cannot access call center 2 network…

That should be it… Oh, yes, you will have a dbserver for each database as well… Of course you do not really need it, but I would suggest doing it.

Tell me if you still have a problem

Vic

What you should do is

George, why do you have two databases? Do you need to do combined reporting of both call centers? We have one database (on an HP machine with mirrored drives). Our call centers are 500 miles apart by the way. Call center #1 has the database and TServer, PBX, and VRU’s. (FYI: the TServer is not even in the same building as the PBX). Call center #2 has TServer, PBX, and VRU’s. We will be implementing backup TServers at each site, but don’t expect any issues. This makes it all simple to configure and manage. I recommend that you consider this option. Simpler is usually better.

hi Dan Kwitchen,

what is the problem of using two databases Dan?if this is better can i try it to,.

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