What is the best use of URS with multiple channels?

[tech]

Hello All,

We use multiple channels in our environment like email, chat and voice. When there is a high load on email queue, emails enter the queue again and again. Should I separate the URS for voice and other multimedia channels? Or install more than one URS and setup a load balancer between them? Is there any cautions for emails reentering the queue? It says there may be a network issue or memory, cpu etc. on server but we could not find the problem.

I saw from logs if an agent suddenly closes his WDE with the interactions on it, and if URS was sending a new interaction to him at that time, URS and interaction server disconnects from each other after a certain timeout. In interaction logs it says:

Invalid target specified in a routing instruction, while processing request 'RequestDeliver' from client XXXXX:YYYY, reference id: xxx

Std 30004 Client 'universal router:XXXXX:YYYY (URS)' is too slow disconnecting...

Thank you in advance.

[Airex]

Hi tech,

Genesys main recommendation is that use another pair of URS with [b]warm standby[/b] mode if you're using [b]non-voice media channel[/b] and another URS pair for hot standby mode for voice channel.
Afterwards, you will decrease the load and solve the disconnection problem between interaction server and URS.

Thanks...

[tech]

Hi Airex,

The reason why you suggest warm-standby is because of license issues, right? So I guess I cannot use hot standby mode when more than one pair of URS applications are installed.

Thank you..

[Airex]

Hi tech,

Not just for license, URS and IXN disconnection issue is because of using hot stanby URS. That's why Genesys recommends that if you will use non-voice media channel (email, chat, socialmedia channels) you should use seperated URS pair (warm-stanby mode) other than the URS (hot-stanby mode) that's used for voice.

Therefore, you should install one pair URS (warmstanby) for non-voice media channel and one pair URS (hotstanby) for voice channel and it will work as expected.

Thanks...