Setting minimum number of dialed digits

Hi,

we have a problem with a “rogue” agent who loves to dial “0” via softphone. I do not want to go into why she is doing it, but let’s attribute it to a mistake. The problem with dialing “0” on Avaya is that it is for an outside line, so, PBX dials 0 and then waits for other digits, while for Genesys T-Server it looks like call was already initiated, therefore when you issue RequestReleaseCall, T-Server passes on to PBX, and Avaya returns “Agent Busy”… until you either hang up using hardphone or timeout delay in PBX.

We cannot modify softphone so I was wondering if there was a way to specify a minimum number of digits before PBX starts dialing to avoid this “0” problem.

Lol be cool those agents kinda reproduce around the world…
WHat we did was to handle the restrictions on the Softphone, but as you can’t modify it maybe on your PBX they can restrict the 0 for the agents, create a new prefix (#0) and program the PBX to dial only when agent send complete string…not sure if you can do that on Avaya…

Hi,

I don’t know if it’s possible (because of business needs) but you can remove permissions for the agents to make outbound calls. In that case agent should get an error immediately when trying to dial a number starting with “0”.

René