Genesys Cloud CX

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  • 1.  Intercom

    Posted 03-30-2022 02:06

    We are looking for a solution for one of the customer where they are looking for a solution in which intercom of a lift can be integrated to genesys Cloud.
    When the user press the button in lift, it should get routed to an agent or a queue.


    Samrat Som
    Genesys - Employees

  • 2.  RE: Intercom

    Posted 03-30-2022 23:23
    Hi Samrat,

    We had a requirement to have our foyer phone connect to our support staff in Genesys so that we could manage courier deliveries.

    We created a Group in Genesys and enabled calls, assigned it a DID number and had it broadcast to all the group members. We only needed to get the foyer phone diverted to the Group DID number in Genesys. Worked like a treat.

    Hope this helps.

    Brett Hartley
    AFSA (Australian Financial Security Authority)

  • 3.  RE: Intercom

    Posted 03-31-2022 00:57
    Hi Samrat, have a talk to your lift vendor to find a bit more about how that intercom is connected.  If it's just a regular old analogue phone connection, and your Edges are on-premise as well, what you could look at doing is using some type of analogue=>SIP converter and then have that SIP converter register to Genesys as a standalone phone.

    I've done that type of thing all the time under Cisco and other platforms.  In theory it should still work under Genesys Cloud too.

    The question for your lift vendor then becomes how to program what # that lift intercom dials when the button is pressed which should be easily programmable.  In which case you'd just need to give them the # for a ring group or a DID associated with a flow that goes to queue.​​

    Vaun McCarthy