Genesys Agent Free Seating across multiple OXE nodes

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Genesys Agent Free Seating across multiple OXE nodes

Post by tot3nkopf » 15 Oct 2015 12:13

Any experience with Genesys and multiple OXE sites regarding free seating feature? Genesys is deplyed with T-Servers = CSTA integration (no SIP T-Server). The target is to achieve free seating across multiple OXE nodes.

Apearantly this is not so easy to achieve as the agent iD in Genesys is attached to a single switch....

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Re: Genesys Agent Free Seating across multiple OXE nodes

Post by cavagnaro » 15 Oct 2015 13:56

Create one Tserver per oxe. Then one switch per Tserver. Treat them as independent pbx only. Agent object will have many agent id associated. Of course numbering plan should be unique among them

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Re: Genesys Agent Free Seating across multiple OXE nodes

Post by tot3nkopf » 15 Oct 2015 14:26

I was told by the Genesys engineers that the agent object can have only one agent id associated.
Would it mean that I need several login user ids in order to have the free seating? The limitation comes from the fact that we will use Active Directory integration and single sign on for IW, also SAP CRM 7 integration....

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Re: Genesys Agent Free Seating across multiple OXE nodes

Post by cavagnaro » 15 Oct 2015 14:58

Hummm well actually don't see why not. Each agent login should identify it's corresponding switch when login. What can vary is the client, IWS for example, would need a single Tserver connection, meaning you would need to have as many IWS clients as many Tserver you may have

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Re: Genesys Agent Free Seating across multiple OXE nodes

Post by tot3nkopf » 15 Oct 2015 15:12

Each user will use his/her domain windows account to log in. So there will be only one user account. I assume this is the problem... They will not be able to select acd/proacd pair per OXE node to use for login...Or?

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Re: Genesys Agent Free Seating across multiple OXE nodes

Post by cavagnaro » 15 Oct 2015 15:21

External authentication is one thing, no relation at all with Pbx. Is only to be able to access IWS for example. Just password.
Then you login to IWS_OXE1 for example, with connection to OXE1 only. This will get all ACD queues configured under that switch and load the agent id that also belongs to that switch... Don't see where are you getting confused

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Re: Genesys Agent Free Seating across multiple OXE nodes

Post by tot3nkopf » 15 Oct 2015 15:25

This was also my assumption however I was told it is otherwise....

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Re: Genesys Agent Free Seating across multiple OXE nodes

Post by tot3nkopf » 29 Jun 2016 10:17

So, I had some time to play with this.
You need an agent ID per switch --> not so easy to handle company phonebook stuff (2 switches / two acd positions/ two agent IDs)
Calling as internal target the agent is not an issue. Setting up a personal number for the user is a different thing.

I have noticed that even if you want to use emulated login (no acd/proacd pair needed) you still need an agent ID on that switch...
Cav do you know a workaround for this? --> in my view in emulated mode the agent ID should not necessarily belong to a certain switch...

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Re: Genesys Agent Free Seating across multiple OXE nodes

Post by cavagnaro » 29 Jun 2016 11:20

That agent login could be anything actually. Will do some lab too later. But what about you create the same agent login on both switches? Mean 1000 for example, only on Genesys side.
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Re: Genesys Agent Free Seating across multiple OXE nodes

Post by tot3nkopf » 29 Jun 2016 11:32

Yes, you are right. Defining a dummy agent login on the second switch and adding it to the agent worked (the agent is able now to login in emulated mode on the second switch). Of course same login id on two switches also works.

Thank you, Cav.

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