Genesys Cloud - Main

Does anyone kno how I might pass a PureCloud agent name with a call that is consult transferred to an Avaya system on an External trunk?

I have an application where customer is taking inbound calls to a Queue. The agents want the ability to consult transfer the call to an Avaya Call Answer Group (CAG) of Supervisors with Avaya phones. The CAG is a 4 digit number. We already know the agents can call, consult, and transfer calls to this CAG on the Avaya across the External SIP trunk we have connecting the Edge's and the Ayava Session Managers. That works, but the Supervisors want to see the name of the Agent who is trying to reach the CAG. They had this before when the call center queue was on their Avaya system, but now with PureCloud they lost that Agent name appearing on their Avaya phones.

By the way, I have tried doing this with the Group Call Enabled and putting all the Supervisors as members in a Group in PureCloud. I setup the supervisor group members with Remote Phones (their Avaya phones). The group phones ring fine, but the call display in the Supervisors' PureCloud screens doesn't work reliably. Got a ticket open on that, 2335726. 

But if I can just pass the agent name to the Avaya system would be great. I will then abandon the PureCloud group ring idea, it adds another layer of complexity anyways.

Is there anything can be done with the External trunk and Outbound Identity to pass the Agent name on these Consult Transfer calls to the Avaya CAG? 

Thanks for any advice.

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Greg Beal
ConvergeOne
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You can use UUI data to send it, if your Avaya system can read it.

https://help.mypurecloud.com/articles/enable-the-user-to-user-information-settings/

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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 07-30-2018 13:34
From: Greg Beal
Subject: Pass PureCloud Agent Name to Avaya on Consult Transfer?

Does anyone kno how I might pass a PureCloud agent name with a call that is consult transferred to an Avaya system on an External trunk?

I have an application where customer is taking inbound calls to a Queue. The agents want the ability to consult transfer the call to an Avaya Call Answer Group (CAG) of Supervisors with Avaya phones. The CAG is a 4 digit number. We already know the agents can call, consult, and transfer calls to this CAG on the Avaya across the External SIP trunk we have connecting the Edge's and the Ayava Session Managers. That works, but the Supervisors want to see the name of the Agent who is trying to reach the CAG. They had this before when the call center queue was on their Avaya system, but now with PureCloud they lost that Agent name appearing on their Avaya phones.

By the way, I have tried doing this with the Group Call Enabled and putting all the Supervisors as members in a Group in PureCloud. I setup the supervisor group members with Remote Phones (their Avaya phones). The group phones ring fine, but the call display in the Supervisors' PureCloud screens doesn't work reliably. Got a ticket open on that, 2335726.

But if I can just pass the agent name to the Avaya system would be great. I will then abandon the PureCloud group ring idea, it adds another layer of complexity anyways.

Is there anything can be done with the External trunk and Outbound Identity to pass the Agent name on these Consult Transfer calls to the Avaya CAG?

Thanks for any advice.

------------------------------
Greg Beal
ConvergeOne
------------------------------

I presume you have an External Trunk set up to pass the calls over to the Avaya.

I did some experimenting, and it should pass the agent's name and number on a Consult Transfer if you have the Outbound>Calling>Address>Address Override Method set to Unassigned DID and the Outbound>Calling>Address>Name field blank.

For that to work, the user has to have a valid DID assigned under Telephony>DID Numbers>Assignments and have that phone number assigned as the agent's Primary Voice number in their profile.

With all of those things set, it should just work.

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George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 07-30-2018 13:34
From: Greg Beal
Subject: Pass PureCloud Agent Name to Avaya on Consult Transfer?

Does anyone kno how I might pass a PureCloud agent name with a call that is consult transferred to an Avaya system on an External trunk?

I have an application where customer is taking inbound calls to a Queue. The agents want the ability to consult transfer the call to an Avaya Call Answer Group (CAG) of Supervisors with Avaya phones. The CAG is a 4 digit number. We already know the agents can call, consult, and transfer calls to this CAG on the Avaya across the External SIP trunk we have connecting the Edge's and the Ayava Session Managers. That works, but the Supervisors want to see the name of the Agent who is trying to reach the CAG. They had this before when the call center queue was on their Avaya system, but now with PureCloud they lost that Agent name appearing on their Avaya phones.

By the way, I have tried doing this with the Group Call Enabled and putting all the Supervisors as members in a Group in PureCloud. I setup the supervisor group members with Remote Phones (their Avaya phones). The group phones ring fine, but the call display in the Supervisors' PureCloud screens doesn't work reliably. Got a ticket open on that, 2335726.

But if I can just pass the agent name to the Avaya system would be great. I will then abandon the PureCloud group ring idea, it adds another layer of complexity anyways.

Is there anything can be done with the External trunk and Outbound Identity to pass the Agent name on these Consult Transfer calls to the Avaya CAG?

Thanks for any advice.

------------------------------
Greg Beal
ConvergeOne
------------------------------