Recently, a team member asked me whether the agent can apply the treatment only when he wants to. Answer for it is “YES”. From version 7.0.201.05 release, new option is available in Genesys to activate this functionality. We need to configure the following values in ‘GAD’ application

Many of you have requested for Avaya CCE and AES Compatability chart through email. Here is the chart for your reference CCE 2.0.x CCE 2.1 CCE 2.1.1 CCE 3.0.x CVCT 3.x to 11.x with CVCT Client Y Y Y N Avaya

Intended Audience: If you want to configure outbound in predictive mode in Genesys CTI and Avaya pbx. Prerequisites: Genesys framework and Outbound solution (OCS and OCM) Before beginning the work, ensure that your Avaya pbx has Call classifier card configured with enough number of call classifier ports. Predictive dialing needs

How to configure network logging in Genesys ? Network logging in Genesys is a multi-step process. First, the application sends the log record to Message Server. Message server sends record to update in DB. 1. Create Log Database 2  Initialize the database using the scripts in Message Server installation folder 3.

Yes.. This could be a rare scenario as you think. But if you have used T-server with switch simulator,chances are more that you could have encountered this problem. In this case, the T-server disconnects from the switch and status changes to “ Service Unavailable“.But after a while, the switch

Starting the Oracle Database Follow the below mentioned steps to start the oracle database * * sqlplus /nolog * * connect username/password as sysdba * * On sqlplus prompt, type startup * This will start the oracle database instance successfully. Starting the Listener The listener can be started before or after the database instance is started,

I received emails requesting for Genesys deployment sequence for inbound voice solution. As informed to you earlier by email, please find the deployment sequence as below I prefer manual installation of the components and you may use the wizard to install components from Management layer onwards. 1. Configuration Layer * * DB

I received emails requesting for Genesys deployment sequence for inbound voice solution. As informed to you earlier by email, please find the deployment sequence as below I prefer manual installation of the components and you may use the wizard to install components from Management layer onwards. 1. Configuration Layer * * DB

“transition_time” is the important configuration parameter for Genesys routing solution. It defines the minimum time URS waits between routing the interaction to the agent. This option avoids routing multiple interactions to the same agent. For example, transition_time is configured as 10 seconds. * * Agent (agent1) logged in and made

“transition_time” is the important configuration parameter for Genesys routing solution. It defines the minimum time URS waits between routing the interaction to the agent. This option avoids routing multiple interactions to the same agent. For example, transition_time is configured as 10 seconds. * * Agent (agent1) logged in and made

All, I have the following requirements immediately Genesys * GVP, IBM Direct Talk – New Zealand * Genesys CTI – Min 2 yrs experience in Genesys – Ipswich, UK – Long Term * Genesys CTI – Min 2 yrs experience in CTI – 6 resources and will be placed in India. Location will not be constraint. Nortel * Nortel Periphonics

All, I have the following requirements immediately Genesys * GVP, IBM Direct Talk – New Zealand * Genesys CTI – Min 2 yrs experience in Genesys – Ipswich, UK – Long Term * Genesys CTI – Min 2 yrs experience in CTI – 6 resources and will be placed in India. Location will not be constraint. Nortel * Nortel Periphonics

Having worked in both Avaya Interaction Center (AIC) and Genesys, I would like to compare them. Please note that these are my personal opinions and you should consider your business needs to select the product. EPABX: Avaya Interaction Center (AIC) seamlessly integrate with Avaya EPABX and would be the first

Having worked in both Avaya Interaction Center (AIC) and Genesys, I would like to compare them. Please note that these are my personal opinions and you should consider your business needs to select the product. EPABX: Avaya Interaction Center (AIC) seamlessly integrate with Avaya EPABX and would be the first

Cost based routing.. Good concept !! If implemented correctly, it can be boom for many call centers / organizations. What is cost based routing solution? Cost based routing is new offering from Genesys 7.5 version onwards. In this scenarios, routing decisions are based on total routing cost of an interaction. It

Cost based routing.. Good concept !! If implemented correctly, it can be boom for many call centers / organizations. What is cost based routing solution? Cost based routing is new offering from Genesys 7.5 version onwards. In this scenarios, routing decisions are based on total routing cost of an interaction. It

“verification_time” specifies the amount of time that must elapse to consider the agent as available in Genesys to receive interactions from URS (even when the agent is in available mode in PBX). For ex, consider the verification time as 15 seconds. * * Agent (agent1) logs into the softphone and make

Minimum time URS will wait before using the same target.  It is recommended to have 3 seconds or higher to avoid routing to the same target.

Avaya Contact Center Express is a Microsoft Windows-based software suite that enables companies to turn one-dimension call centers into multi-media contact centers. Using the phantom call capability supported by Avaya DEFINITY, Multivantage or Communications Manager switches, Contact Center Express 3.0 allows end customers to contact the company via phone,

Interaction Center is the Avaya Customer Interaction Suite software platform for enterprise class management of multimedia communications: voice, video, email, web chat, and IP telephony. What’s New With This Release SIP Services is an optional configuration within Interaction Center 7.1 foundation software. It introduces SIP within the context

My search to resources in contact center technologies (Avaya, Genesys, Cisco) lead to creating a site. In this site, I planned to update Job Offers,Tips & Tricks from Avaya, Genesys and Cisco. As of now, this blog will have the below mentioned products * Avaya IP Telephony * Avaya Interaction Center