Telephony and Two Way Voice
Genesys CTI has been integrated with SBN to allow operators to handle incoming phone calls while working in the Monitoring module. SBN supports multiple TAPI dialers including Windows Dialer.
Use the Two Way Voice button in Monitoring for two-way voice communication with installations that have two-way voice panels. Using this button signals the SBN-Avaya Connector to initiate a transfer of a parked call to the operator's phone extension.