The call is being assigned to the main Genesys call flow (queue).
Genesys decides which number (identified in number plans) will be called. 1st and 3rd steps in the Genesys Settings document are being done for this process.
Genesys transfers the call to Sestek's IVR via sip connection, configured in the 2nd step.
Sestek's IVR puts second call back to Genesys, to the queue. 6th and 7th steps in the configuration document re being done for this process.
The call connects to an agent from the queue created in 6th step.
Agent sees the screen pop script containing agent information, created in 5th step.
Genesys calls the action identified in the script, that has created in the 4th step.
Genesys sends the agentID information identified in the script to Sestek IVR via action.
Agent ID is being sent to Knovvu Virtual Translator to match the call with the related agent Copilot screen, added in the 8th step.
