Finding the number of active calls in a given queue via ActiveX

[sbc279]

I'm trying to find the number of active calls using ActiveX in a particular queue (DN) that many extensions use.
I tried using TExtension11(Y).TQueryAddress(AddressInfoNumberOfAvailableAgentsInQueue), but always shows the correct number of available agents, agents logged in, but 0 for active calls.

Any suggestions?  Thanks

[cavagnaro]

What do you mean by active calls? Calls in queue?

[sbc279]

What do you mean by active calls? Calls in queue?

Correct.  An agent may be on a call in "queue-2", for example.  I'd like to query that queue (or DN?) to see how many agents were on a call associated with it.

Do I have to query each analyst's DN, or is there an easier way?  What extension type should I register with for such queues? TypeDN? TypeACDgroup? TypeQueue?  I've tried them all.

Thanks

[cavagnaro]

?? That is imposible because the call has already been distributed from the queue to an agent extension.

[Wyn]

It sounds like you're thinking in Avaya mode where a call is always in a 'queue' until the ACW is finished. In Genesys calls cease to be in a queue once they've been sent to an agent.

[victor]

I'm trying to find the number of active calls using ActiveX in a particular queue (DN) that many extensions use.
I tried using TExtension11(Y).TQueryAddress(AddressInfoNumberOfAvailableAgentsInQueue), but always shows the correct number of available agents, agents logged in, but 0 for active calls.

Any suggestions?  Thanks

Ok, few very quick questions:
1. do you have calls actually queued in that queue or are they already distributed to agent? If latter, your count of 0 is corrent.
2. is it a VQ or actual ACD queue? If so, is it Avaya?

Vic

[sbc279]

I'm trying to find the number of active calls using ActiveX in a particular queue (DN) that many extensions use.
I tried using TExtension11(Y).TQueryAddress(AddressInfoNumberOfAvailableAgentsInQueue), but always shows the correct number of available agents, agents logged in, but 0 for active calls.

Any suggestions?  Thanks

Ok, few very quick questions:
1. do you have calls actually queued in that queue or are they already distributed to agent? If latter, your count of 0 is corrent.
2. is it a VQ or actual ACD queue? If so, is it Avaya?

Vic

Vic, Wyn joined Avaya team is correct that I'm mixing Genesys vervbiage with CMS.  My apologies.

Yes, it is an actual ACD used with Avaya.  CMS calls them "Split/Skills"