Multisite Call Center

Voice & Telephony
1

Hi, I need help on understanding Genesys in a multisite environment. Thanks for your help.

Genesys seems to be able to cater to multisite implementations without using tielines between the sites. All they require is that the Tservers are linked through a WAN.

  1. I am wondering how then, do they associate the voice with the data, if they use the PSTN? I thought that the connid has to be passed through the voice as well as the data; however, this is impossible if the calls are forwarded over the PSTN?

  2. Is it that for each call that is routed to another site, there has to be a predefined number (DID number perhaps) which the calling site uses to send the call through the PSTN? If not, what is the mechanism that Genesys uses in order to do a screen pop with the voice going over the PSTN?

Thanks for your answer again :slight_smile:

2

Yes, the latter is true. (it is well documented)

The following is the probable communication flow:

Tserver1 requests a DDI from Tserver2 and passes the data for the

call that it is going to send

Tserver2 sends back a DDI and waits for the call to arrive on that number (will probably have a default timeout in case the call does not arrive)

Tserver1 sends call to DDI

Tserver2 ties the incoming call with the data previously supplied

Voice and Data coordination. This obviously will work with virtually any PBX/ACD as the concept is mostly independant of the

switching platform.

If you require the documentation please let me know.

3

Is it in a manual ? (DID) What manual is it?

4

A DDI is simply a direct dial number.

The concept is explained very well in the Tserver

5.1 Installation guide for the Definity ECS.

5

It is refered to in Genesys as external routing. It is built into Tserver and you need a license for that feature. It is supported on any switch that provides a data link. In Genesys it is refered to as external routing point. Be sure all switches in your environment are supported by Genesys. There is basic documentation provided by Genesys with the Framework suite and on the support web site.