Routing question

[kevin]

Hi,

In the Routing statergy can we ensure that the total time spent in GVP + Strategy is no more than 60 seconds, and then play the announcement.  (For example if the call is in IVR for 15 seconds before hitting the strategy... can we subtract the 15 seconds off the expected 60 seconds routing time so that the call is only in router for 45 seconds.  ... )    IE: total time to route  = IVR time + routing time = 60 seconds, ?

If no agent is available in 60 sec, then play an announcment that as no agent is available your call being routed to another agent group?

if the coustomer spends abt 55 secs in IVR then time to play announcment may not be sufficent.in this case  60 - time spent in IVR should be rounded off to time played for the announcment and then routed to another agent group

Thanks in advance!

[cavagnaro]

Er..and what is the question?

[KBS]

In your routing strategy, try using the TimeStamp[] function and save the value before sending the call to GVP. When the call comes out of GVP, call TimeStamp again, and subtract difference from 60. (Remember that TimeStamp returns milliseconds, so be sure to convert). This should give you your wait time for an agent.
If you REALLY want to use 60 as a "fuzzy" number, then pick a threshold (say, 5 seconds) to where you don't want to wait, and compare your difference to that.

[cavagnaro]

Agree with KBS, when the call arrives to GVP will be time T1, then when leaving will be a time T2, so then you will substract these 2 times and get how much the call was in GVP and attach it to the Genesys Routing or do the calculation on URS directly. Then rest the 60 minus the number you got and assign it to a variable and put it as Max Wait Time in the target (possible?). Test.