Alcatel Unleashed

Hello, Is it possible to disable or have some kind of alert when an agent hangs up a call? We have an issue at the moment where the agent can press a button on an alcatel 4035 handset, thus ending the call before the caller. Im sure this can done through a soft phone too however it is suspected the ...

Hello, I hope this is the right forum for this question: We use the alcatel 4400 to route our queuing calls in a priority based system so for example there are 12 queues going into 5 processing groups. This has started to become a struggle during peak volume times when some calls are queuing for a l...

Thats a good point. We use the queue overflow timers to send calls which have been queuing to an IVR system, but had not realized they could be used to send to another PG. Where can I find the help file to look into the PG overflow timers? If it is as straightforward as setting up the queue overflow...

Hello, I am trying to find some documentation or locate the help guide which will define how the queue and processing group handicap threshold values work. Does this function delay a call by the value set within the handicap field box or something to that effect. We are trying to use this feature so...

We are using Hunt group with virtual z. Set up as a Pilot (6112) routing to dissuasion queue, then forwarding processing group before the HG. Another pilot (6020) is set up with normal queue and agent processing group. Within the strategy the call is routed to an agent group but if none are availabl...

Hello, I am using a Genesys routing strategy which sends call to an agent group and upon unavailability, routes to an ACD queue. However when monitoring this through CCPulse, there is no sign of the call entering or being answered even on the first step (answered by agent in agent group). Within CCP...

Just a simple question I hope..

Is it possible to use Alcatel 4400 voice guides in Routing Strategies v7.5?

I can see where they are set up in CME but not sure if its even possible in the first place

Thanks,
WA

Cav, I dont think they are, but this is based on us using alcatel to route queuing calls, otherwise if they were can we use them in Genesys without extra license or server cost? Having read the Genesys/Alcatel documentation, the mention of using VG within the routing strategy was only given in the R...

Cav, Am I right in saying we cannot play a presentation guide if we set up the way suggested? Within our business continuity site, we have the system set up as suggested so the DID points to the HG. However there is no greeting/presentation guide or music on hold. I know from the set up at our conta...

Hi Cav, Yes, we asked our consultants to provide us with a quote for RSI. They said we need to upgrade the Alcatel system, buy licenses and set up a server! We are moving to SIP long term so spending on an upgrade/licenses and server wont be done. It is frustrating having to use hunt groups, and rea...