Remembering last agent

[Rhonda]

Hi,

I need help to implement this "remembering" or relationshipased routing feature. The requirement is that Genesys to remember the last agent who handle that customer call, so that when that customer call up again, the IR can route to the same agent.

Can I know:
1. Is this a ready feature with builtin tables & fields, or it needs further customisation to the CRM software to record this information?

Thanks for your help.

[Vic]

Rhonda,

there are two approaches hard and easy:

hard use CCON data in IR strategy.

easy write your own data

I would go with second:
it should not be too hard. What you need to do is just modify your strategy a bit to allow IR to read and write directly to the database before/after it routes the call as to what agent it was routed to (TargetObjectSelected, for example). Making a simple strategy should not take you more than an hour, followed by writing a SQL script 3 hours including testing. Of course, I would give it a week, since for basic design and implementation, since you never know what might go wrong, plus an additional week for testing.

Cheers,
Vic

[Ed]

Have you tried custom server? It allows external data calls and is written in 'C'.

[Vic]

Ed,

from SI point of view, it would be the best; however, from call center point of view, it would be a nightmare because they would not be able to modify anything Plus, it is a DLL, isn't it? I am not sure, but can you have customer server running on Unix since it requires a dll file?

[scott]

Hi, all. I am just puzzled. I thot' that the answer would be as simple as that:

1. The CRM application (which the agent uses) should log the last agent to a Customer Database table.
2. When a call comes in to a routing pt, the IR should use a stored procedure to retrieve the last agent information from the Customer Database table.

Is there any issues with the above ?

Thanks

[mboertien]

That's a possibility, but you have to make sure that the id of the agent is the same as in your Genesys environment. Did you follow the Strategy Builder course. I remember that there is something like that in there.....

[Ed]

It's a 'C' program and can be compiled on unix etc. You can use it to store and retrieve custom data. Would recommencd this type of thing in the call path? Probably not but I would at least make it as clean as possible.

[Jeff]

In the manual it says that you must compile a DLL which will be called by the CServer...

Jeff

[Ed]

If you have IR ( Interaction Router ) Server then look in the directory, look for rcp stuff. Usually Genesys docs are not complete.

[Ed]

Jeff I forgot to add you need to look at the Unix IR installs. Custom Server is a .DLL in widows and shared library in Unix. You use rcp.c program to customize the interface. In the strategy you set up an XData call to interface with custom server.Takes some leg work but can be simplist way to store and retrieve temporary data.

Hope this helps

[Ed]

Jeff I forgot to add you need to look at the Unix IR installs. Custom Server is a .DLL in widows and shared library in Unix. You use rcp.c program to customize the interface. In the strategy you set up an XData call to interface with custom server.Takes some leg work but can be simplist way to store and retrieve temporary data.

Hope this helps