Hello,

We are using Avaya with Genesys for call routing and want to determine the reasons for the wait time setting in the vectors.
In particular is it required?
I believe it was intended when Avaya was on v5 to allow time for cti information to be passed across between avaya and genesys platforms?
It will be used for outbound call routing in our environment so we want to make sure there are no unnecessary delays prior to reaching agent as it will breach compliance guidelines.

thanks.

If you mean the wait-time after the adjunct step then yes, it is needed.

It controls how long the application (in this case Genesys) has to respond to the routing request. If it times out before the application responds, the vector will fall through to the next step.

In most cases, the application should respond very quickly. However, under load or with a badly behaving application, it may take longer. This wait-time means that the call cannot be left hanging indefinitely.

You will need to refer to the Genesys documentation to see what the acceptable range of values is.

Martin