GENESYS 8.1 T-server and A4400/OXE 8.1.006.03
If on inbound calls set to auto-answer, Is it possible set some group agents for manual answering?
Check the OXE Processing Group. That is a PBX feature.
Yes I can exclude some operators from Genesys and operate them by PBX, but I mean operate all agents by call-center, when set ( GenesysDesktop - Options → Voice - option - auto-answer set to true) every groups of call center working on auto-answer mode. Is it possible exception ?
Well that is weird.. U usually have an oxe behind because you want the CCD or RSI agents contingency to work if Genesys fails… That is you usually work with PG so set agents settings. If your TServer or URS dies… Then no auto answer? Weird…
Anyway.
You can create a different set of role for those agents and assign them to it so some will have a auto answer and others don’t.
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my old Genesys 8 settings have no set roles
Maybe any example?
Which soft phone are you using? Roles are part of 8…in genesys administrator
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Which Desktop are you using, if it is WDE then you can set the option interaction-workspace\voice.auto-answer at either Tenant, Application, Agent Group or Agent level
https://docs.genesys.com/Documentation/IW/latest/Dep/Sectioninteractionworkspace
So yes you can override the settings for various Agents/Agent Groups
We are using Genesys Active Desktop yet, not WDE unfortunately. And we using Alcatel phones.
Active Desktop? GAD? If so, you would need to install everyone a GAD instance…not nice.
That is why my suggestion is to make that parameter controlled by the PBX at the Processing Group settings. Talk with your OXE engineer. The Alcatel phones should have the headset key enabled with interphony = true.
Yes, Genesys Desktop 7.6.402.24
Thank you, will ask alcatel support.
It’s possible.
You can override it from your routing strategy for any group or segment needed
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