Pegging Virtual Queue via Outbound ASM Mode...

[dmonast]

Hello everyone,

We are running in Outbound ASM Mode (7.5) and using a Route Point as the VTD.

When Customer is contacted the Customer call leg and Agent call leg is merged.  Unfortunately, the Campaign Record data is not sent through the RPoint so that we can use a strategy to peg the VQ.

Any ideas how to still peg the VQ from the Agent Desktop or some other method?

Note: We use Virtual Queues for Queue reporting.

[Fra]

Hello David,

what you mean "the Campaign Record data is not sent through the RPoint so that we can use a strategy to peg the VQ".. I have never worked with ASM, but attaching the fields to the call is done just using the send_attribute option..but I still don't get what that has got to do with the VQ    Could you explain that?

Fra

[dmonast]

When you peg a Virtual Queue (Selection object Virtual Queue section) you are associating the current interaction to the Virtual Queue (type) DN.  By doing so...you allow CCAnalyzer to build Queue reports for the Virtual Queue. This is how you use CCAnalyzer to build Queue reports when targetting Skills.

I hope this helps explain what and why someone would use a Virtual Queue.

[Fra]

David,

I do know what a VQ is used for  I haven't got yet what kind of issue you are experiencing.

Fra

[cavagnaro]

[quote]The Campaign Record data is not sent through the RPoint so that we can use a strategy to peg the VQ.[/quote]

What do you mean with this? OCS data should be attached on the RP as long as you define which user fields are going to be send as KVP. This is done on the CME > Fields > Select Field > Properties > Anex > Default > send_attribute = name of the variable you want to see as attached data.
Also you need to create the object COMMDN As Communication DN.

Virtual Queues are used only for statistical purposes.

Imagine you have a routing with 2 targets:

T1 > waiting time 20 seconds > T2 > waiting 60 secs

On T1 you attach a VQ V1 and in T2 you attach a VQ V2.

In this way you can know exactly how many calls Entered, Abandoned , Cleared (read stat server guide for more details about clear option), distributed calls you got.

There is a big difference if you check or not the Clear Target option on the Target option.

Hope this helps you

[dmonast]

[color=red]What you all are describing is a non-ASM mode dialing[/color].  I have no problems with that.

If you plan on Dialing from a Cisco IP environment you do not have Answering Machine detection unless you configure dialing in a Active Switching Matrix (ASM) mode (1 cpd port for the agent leg and 1 cpd port for the customer leg).

Here is a high level call flow:
Outbound will first open a call leg with the agent using the Voice Transfer Destination.  At this moment the Outbound Dialer has not made the customer call so no record is associated to the call thus no calling data is available when the open leg through the VTD to the agent is created.  When the dialer does successfully contact a customer the Agent leg (CPD Port A) and the Customer Leg (CPD Port B) is bridged and the call record is now sent to TServer then forwarded to the Desktop.

No calling record is available at the time when the Agent leg of the call is established through the VTD.