Call Routing Option

[PFCCWA]

Hello,

I have a scenario where i want agents to select a queue when they login to WDE (v8.5).
Calls will then target that queue, which can then be answered by the agent.

I have tried to do this by using ACD Queue targets in ird strategy.
if i use one acd queue target, it mostly works as it routes to and waits in that queue until agent logs into it and answers.
There is however a requirement for some calls to target more than one acd queue, ie call1 route to target block with acdq1, acdq2, acdq3.  The problem i have is that one acd queue is always randomly selected and call routes to it without considering the rest.  What i want it do is check if agents are logged into the acd queue and ideally also if they are in a not ready state.

What are my other options?
I was thinking of using virtual queue but there is no virtual queue target in the target selection block in IRD (though there is queue group). Also when trying this, there is 'is ignored: wrong dn(cfg)' error in urs logs. Again for this i would need the queue to be checked if an agent is logged in and in ready state before it routes. 

also for any solution, i want to be apply a treatment when in queue (using treatment block) and monitor via a VQ.
for acd queue, we cant do this when it selects the queue and completes routing (i have to set it at TServer annex option (music-in-queue). Also there might be a way to continue vq monitoring when call reaches acd queue?

The key point is the ability for agents to be able to select multiple queues, some of which would take more than one type of call.
We use SIP v81, URS, IRD for call strategies.
thanks

[kubikle]

Basically

  - You can try to use the corresponding queue statistics (for the same queues call is tried to be routed to) - CallsInQueue, ExpectedWaitingTime, AgentsInQueueloggedin, etc. URS will route to queue having best statistic value as provided by statserver. Main point is to use right statistic (applicable to ACD queues).

  - ACD queues by default is considered by URS as always ready. One of ACD queues will be always selected and call will be routed to it. Since this moment call will be on ACD and not on Routing point and you cannot control the call from the strategy.

    - It is possible to equip ACD queue targets with state/trheshold (defined with the same ACD queue statistics). In such case, while neither ACD queue is ready (ready means it has thresholds values within provided limits) the call will stay on RP and can be controlled with strategy - apply treatments, etc.

 

[PFCCWA]

thank you for this, very useful.
How can i achieve this point below please? or is it documented anywhere to follow?
I have tried to use predefined statistics which as you say, one ACD Queue will be selected regardless of whether agents are logged in/ready to take the call.
i am seeing some inconsistent results but will keep testing to check on causes.
Also we have been using virtual queues for reporting but now that the call routes to ACD Queue, this no longer provides answered/abandoned figures. Presumably we can monitor calls using Pulse in the same way using ACD Queues?

"
    - It is possible to equip ACD queue targets with state/trheshold (defined with the same ACD queue statistics). In such case, while neither ACD queue is ready (ready means it has thresholds values within provided limits) the call will stay on RP and can be controlled with strategy - apply treatments, etc"

regards.

[kubikle]

In regards to statisc s to us if neither of predefined (StatAgentsInQueueLogin, StatAgentsInQueueReady, StatCallsInQueue, StatExpectedWaitingTime, StatLoadBalance) works then likely Statserver guides to be checked (how to define statistics that is needed).

When Targets are ACD Queue using of virtual queues will cover only time calls are on RP. What happen to calls when it comes to ACD Queue (answered, abandoned, how much time it wait in ACD queue) normally is not controlled with VQs (as URS strategy will be already over when call arrive on ACD Queues). 

States of ACD Queues (thresholds) are set with SetThreshold function (to be called for every involved ACD queue and before Target object).
Something like SetThresholdEx['MyACDQueue.Q', 'StatCallsInQueue', 3, ReadyIfLess].