Scheduled_At for Schedule routing

[gen_den]

Hi Team,

I am trying to implement a solution where Chat comes in and if certain condition is true , chat should be placed in an interaction Q and at scheduled time it should be process by Interaction server. To Achieve same i checked the URS business process user guide and it mentions the use of Scheduling at Queue views . I have done the same, but when my chat is in Interaction Queue, URS just drops the control and Interaction server says Route Used. BUt Interaction server never picks it up from Queue.

Here are the URS logs:

Line 31061: AttributeConnID 2adb02bf01f7d113
Line 31064:    _T_I_2adb02bf01f7d113 [01:11] connid 2adb02bf01f7d113 is bound to the call 275-000000000260bad8
Line 31064:    _T_I_2adb02bf01f7d113 [01:11] connid 2adb02bf01f7d113 is bound to the call 275-000000000260bad8
Line 31065: 15:23:38.966_I_I_2adb02bf01f7d113 [01:01] call (275-000000000260bad8) for Environment created (del=1 ts=0,6,0)
Line 31066:    _T_I_2adb02bf01f7d113 [14:09] add DN InteractionServer asl_Chat inbound strategy  (CDN 71 2adb02bf01f7d113 0000000000000000) to the call 275-000000000260bad8 truly:221
Line 31066:    _T_I_2adb02bf01f7d113 [14:09] add DN InteractionServer asl_Chat inbound strategy  (CDN 71 2adb02bf01f7d113 0000000000000000) to the call 275-000000000260bad8 truly:221
Line 31067:    _T_I_2adb02bf01f7d113 [14:08] check delayed proc
Line 31068:    _T_I_2adb02bf01f7d113 [14:43] call data updated
Line 31069:    _I_I_2adb02bf01f7d113 [09:0e] script 00000000025e49d8 DS 0000000002619798 [85] +c (11 7) (0 0000000000000000)
Line 31071:    _I_I_2adb02bf01f7d113 [14:33] [b][b]strategy: *0x1*Chat inbound strategy[/b] ([/b]3804506192) is attached to the call
Line 31072: 15:23:38.966 Int 20001 interaction 2adb02bf01f7d113 is started
Line 31073:    _I_I_2adb02bf01f7d113 [01:14] current call classification: media=chat(105), service=default(200), segment=default(300)
Line 31074: 15:23:38.966_I_I_2adb02bf01f7d113 [09:06] >>>>>>>>>>>>start interp()
Line 31075:    _I_I_2adb02bf01f7d113 [09:04] ASSIGN: __Return(SCRIPT)

[gen_den]

Doesn't allow me to  attach or save logs , text is getting truncated 

[cavagnaro]

Upload on some file storage and put the link

Enviado de meu E6633 usando o Tapatalk

[catanirex]

But WHY schedule a chat? A chat is a live interaction just as voice.
For email, callbacks etc I habve used scheduling many times, but not for chat.

In order for InteractionServer to pick the interaction up again, Scheduled_At must be set correctly AND the interaction queue view must be enabled for scheduling.

[cavagnaro]

Hummm agree but as voice, you can schedule it. If I see 30 people waiting then would love a scheduled interaction...chat...not sure, maybe a voice one would be faster and better...but is a possibility tho

Enviado de meu E6633 usando o Tapatalk

[gen_den]

It's actually to integrate the CHAT bot with Genesys.
I am using Genesys DMS plugin which provides the Chat bot functionality and it's controlled by Strategies provided by Genesys.

So in order to decide or to send chat to actual agent it has to wait for sometime, for this I need to check how this Scheduled_At will work. Document say this :

[b]How chat bots integrate with the workflow[/b]:
Chat bots integrate with the workflow using the following modes:
• Waiting mode: The workflow waits while chat bot communicates with a customer. To use this mode, ChatBotHoldup
must be set to true and a [b]special view with a scheduling condition must be used[/b].    [i]( I want to check this )[/i]
• Parallel mode: The workflow immediately routes the interaction to an agent after the bot starts. The bot works in
parallel with the agent.