Priority in interaction queues

[Toni]

Hi everybody!

I've been searching how to set different priorities to different interaction queues for e-mail and I didn't find anything. Could anyone helpme?
I used the function Priority[''] in the strategy but it seems not working.

For example, I want that all the mails that come to the inbound queue 1 have a higher priority than the ones from the inbound queue 2.

Thank you!

Toni

[Haldane]

Toni,
    Priority[x] where x is numeric should work. How is the VQ configured that you are sending to ?

[Toni]

Hi Haldane,

My VQ are queues where emails go after being classificated, then once they're classificated I want to give to some of those classifications more priority than the others.

As you said, putting Priority['x'] should work, but when I receive the message in the Genesys Desktop, I could see that the field for Priority is set to 0.

[René]

Hi Toni,

I'm using Priority function and it works. Be careful - you have to specify a number as a parameter not a string.

The key 'Priority' in AttachedData isn't related to URS function Priority. It's just a business attribute used by MCR/Multimedia Interaction Server. You can use Update function (Update['Priority']= number specified as the parameter of Priority function) to modify the value of this key if you want to see specified priority in GDesktop. And you can use this value to configure the order in which the interactions are passed from an Interaction Queue to a Strategy.

René

[Toni]

Hi René,

Thank you for your reply, I'll try it as you said.

Toni

[Toni]

Hi René,

I've been trying what you said me, but I don't know what I'm wrong.

I set the Priority[] function as a parameter, not as a string.

I have three e-mail interaction queues, for the first one I set maximun priority, and for the rest priority 0. The problem is that my GDesktop application receives the e-mails with no order, as if the Priority didn't work.

Could you see what I'm making badly?

Thank you in advanced!

[René]

Toni,

Could you send me URS logs showing routing of the three interactions you're talking about? Maybe I will find something there... ;-)

René

[Toni]

Hi René,

Before sending you my URS logs (reading them can be very boring for you, and I don't want to disturb you a lot ) I send you an image of my routing situation, just if there's something wrong at first sight.

In the image case, I've only one agent on the agent group, and bearing in mind the priorities, he should receive mails from the email1 queue before the others, am I right?

Thank you!

Toni

[Fra]

Toni,

in my humble opinion it will never work so; priority function should not be valid [i]across[/i] different queues, but only within a single one. In your case you have three different VQs with three separeted priorities. I guess you should use instead a SelectDN that uses the target internal router queue.

[René]

Toni,

Your business process and strategies seems to be ok. Just try to use numbers higher than 10 for priorities because 10 is default one (even Genesys is saying something different in the documentation). I've made test yesterday using the similar business process and strategies as you and everything worked fine.

To Fra: Priority works correctly for multiple queues starting URS 7.0.

René

[Toni]

Hi René and Fra,

I tried better my solution and I putted Priority[10000] to queue1, for queue2 and queue3 Priority[0].

I sent the following messages for the different queues:

q2,q3,q1,q2,q2,q3,q1,q2,q3 (where q1 is a message in queue1 and so...)

Then I started GDesktop, and the agent received the following:

q2,q1,q2,q2,q2,q3,q1,q3,q3

and I suppose that the agent should have received the messages from q1 first of all...

I'll continue checking if there's something wrong, or maybe some parameter is bad configured.

Thank u,

Toni

[René]

Toni,

It's really strange because I made the test yesterday and it was working! Please do following:

- set the priorities to 70 for q1, 60 for q2, 50 for q3
- sent one email to each queue
- start GDesktop and receive the emails
- send me log of URS

BTW What version of URS and MCR do you have? I made the test using URS and Multimedia 7.2.

René

[Toni]

I'll do the test later, when nobody else can write on the URS log.

I've version URS 7.1.001.03, and Multimedia/MCR 7.1

Thank you, I'll send you the logs

[Toni]

Hi René,

I've not been able to do the test yet.  If you've done the test already, you can send me your logs, and I'll compare them with mines.
The question is that I don't want to disturb you a lot, so I'll do the work of comparing them and try to see what didn't work.

Thank you a lot!

[René]

Hi Toni,

Please find the URS log and sample strategies enclosed to this post.

René

PS. Please change the extension of attached file to "zip" only.