Genesys Cloud - Main

Hello everyone,

We have a client with an IVR upstream from our ACD. We need to send them a busy signal (486 or 600) with certain conditions (schedule, agent connected, calls queue...), which allows the client to redirect their flows according to their needs.

How can this be achieved with Architect? I have not been able to find a busy function, only a disconnect which does not meet our needs.

Regards,

#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony

------------------------------

Not quite following you on what you are trying to achieve.  If all you want to do is play a busy signal (not SIP 486 or 600), then you can add this prompt into your flow.  Hopefully the end IVR will hear it and do what you are expecting.   

Hello everyone,

We have a client with an IVR upstream from our ACD. We need to send them a busy signal (486 or 600) with certain conditions (schedule, agent connected, calls queue...), which allows the client to redirect their flows according to their needs.

How can this be achieved with Architect? I have not been able to find a busy function, only a disconnect which does not meet our needs.

Regards,

#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony

------------------------------

Hi robert, thank you for your feedback, 
I already broadcast the sound of the busy but it doesn't do what is expected. 
I am looking for the possibility to send a sip 486 return (q.850/17) under conditions, so that the front pabx keeps the call if needed.
The call should not be unhooked (agent, music, announcement...), it should just return a real busy, but from what I have read, genesys is not yet capable of handling this.
Regards,

Not quite following you on what you are trying to achieve.  If all you want to do is play a busy signal (not SIP 486 or 600), then you can add this prompt into your flow.  Hopefully the end IVR will hear it and do what you are expecting.   

Hello everyone,

We have a client with an IVR upstream from our ACD. We need to send them a busy signal (486 or 600) with certain conditions (schedule, agent connected, calls queue...), which allows the client to redirect their flows according to their needs.

How can this be achieved with Architect? I have not been able to find a busy function, only a disconnect which does not meet our needs.

Regards,

#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony

------------------------------

Hi robert, thank you for your feedback, 
I already broadcast the sound of the busy but it doesn't do what is expected. 
I am looking for the possibility to send a sip 486 return (q.850/17) under conditions, so that the front pabx keeps the call if needed.
The call should not be unhooked (agent, music, announcement...), it should just return a real busy, but from what I have read, genesys is not yet capable of handling this.
Regards,

Not quite following you on what you are trying to achieve.  If all you want to do is play a busy signal (not SIP 486 or 600), then you can add this prompt into your flow.  Hopefully the end IVR will hear it and do what you are expecting.   

Hello everyone,

We have a client with an IVR upstream from our ACD. We need to send them a busy signal (486 or 600) with certain conditions (schedule, agent connected, calls queue...), which allows the client to redirect their flows according to their needs.

How can this be achieved with Architect? I have not been able to find a busy function, only a disconnect which does not meet our needs.

Regards,

#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony

------------------------------

How about external transfer to an SBC that sends the busy (486) signal?

Hi robert, thank you for your feedback, 
I already broadcast the sound of the busy but it doesn't do what is expected. 
I am looking for the possibility to send a sip 486 return (q.850/17) under conditions, so that the front pabx keeps the call if needed.
The call should not be unhooked (agent, music, announcement...), it should just return a real busy, but from what I have read, genesys is not yet capable of handling this.
Regards,

Not quite following you on what you are trying to achieve.  If all you want to do is play a busy signal (not SIP 486 or 600), then you can add this prompt into your flow.  Hopefully the end IVR will hear it and do what you are expecting.   

Hello everyone,

We have a client with an IVR upstream from our ACD. We need to send them a busy signal (486 or 600) with certain conditions (schedule, agent connected, calls queue...), which allows the client to redirect their flows according to their needs.

How can this be achieved with Architect? I have not been able to find a busy function, only a disconnect which does not meet our needs.

Regards,

#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony

------------------------------

Hi Jan, yes, that's my problem :)
Robert, I tried to send a call to a DID on my sbc that returns a 486, but genesys interprets it as a "failure", and disconnects the call.
I'm a newbie to genesys, and I don't yet know all the subtleties and tricks of the tool.

How about external transfer to an SBC that sends the busy (486) signal?

Hi robert, thank you for your feedback, 
I already broadcast the sound of the busy but it doesn't do what is expected. 
I am looking for the possibility to send a sip 486 return (q.850/17) under conditions, so that the front pabx keeps the call if needed.
The call should not be unhooked (agent, music, announcement...), it should just return a real busy, but from what I have read, genesys is not yet capable of handling this.
Regards,

Not quite following you on what you are trying to achieve.  If all you want to do is play a busy signal (not SIP 486 or 600), then you can add this prompt into your flow.  Hopefully the end IVR will hear it and do what you are expecting.   

Hello everyone,

We have a client with an IVR upstream from our ACD. We need to send them a busy signal (486 or 600) with certain conditions (schedule, agent connected, calls queue...), which allows the client to redirect their flows according to their needs.

How can this be achieved with Architect? I have not been able to find a busy function, only a disconnect which does not meet our needs.

Regards,

#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony

------------------------------

Hello everyone,

We have a client with an IVR upstream from our ACD. We need to send them a busy signal (486 or 600) with certain conditions (schedule, agent connected, calls queue...), which allows the client to redirect their flows according to their needs.

How can this be achieved with Architect? I have not been able to find a busy function, only a disconnect which does not meet our needs.

Regards,

#ArchitectureandDesign
#Routing(ACD/IVR)
#SIP/VolP
#Telephony

------------------------------