E-Services question

[vjicecool]

I have a question,

If an interaction is in the interaction queue, how is this interaction moved to the agent soft phone?

Does interaction server submits interaction to the agents softphone

[cavagnaro]

? Well...there goes basic Genesys architecture. URS and IXN server would do that.

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[vjicecool]

thanks for the response

the interactions are in work bin/queue and are waited until the agents are available.

so by your statement..ixn will submit the interaction to urs and urs will get statistics from stat server and then route the interaction to agent when agents are available?

[cavagnaro]

Yes

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[vjicecool]

Thank you

So for the first time, when the interaction comes in

ESj->IXN->URS-> If agent is available interaction is routed to agent if not
ESj->IXN->URS ->iXN-IQueue-> Agent available message from URS->Requestroutecall  to IXN->Agent

[cavagnaro]

Always will go to queue, then strategy is executed based on the views of the queue.


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[vjicecool]

Thank you Very much