Routing and 'extending' Capacity Rules?

[catanirex]

I need to figure out how do this in IRD:

When an agent is handling a call, we need VIP email to be delivered to this agent. (email with specific UData)
Normal email should only be delivered when the agent has finished the call.

Is this possible to achieve with 7.6 components of Multimedia/URS?
A combination of CheckAgentState and Capacity rules? Or something else.

Just using Capacity rules allows all media of a specific type to be delievered.

Any help appreciated!

[cavagnaro]

This is an example described in the URS strategies guide. You can check both media_type and capacity rules for this and avoid agent status.

[catanirex]

Which pfd are you referring to? I can't remember seein this information.

[cavagnaro]

The name is 76r_strat.pdf Universal Routing 7.6 Strategy Samples

[catanirex]

Hi,

Thanks for your input, but I don't think you understand what we need?

I have read that pdf several times, and I cannot find any descriptions regarding routing emails of type A to an agent handling phone call. But emails of type B should not be delivered to the same agent until the call is over. (The word 'capacity' is not even in the document...)

[cavagnaro]

Sorry, you are right, check URS Reference guide and seek for AgentStates. Also in Tech support site there are several tickets mentioning this.

[catanirex]

Thanks for trying to help - unfortunately my need is not solved by CheckAgentState, cuts from ref guide:

'If agent capacity rules are set, the CheckAgentState function has no effect
(the Genesys Agent Capacity model does not use agent state).'

'URS is required to use agent capacity information supplied by Stat Server when routing non-voice interactions'

:-(

I will try to figure someting else out... Probably using custom statistic and SelectDN/SuspendForDN and RouteCall instead of target boxes. I have done som initial testing that looks promising.

[Yevgeniy]

why not just set the highest possible priority to VIP email? It will be routed to the first available agent bypassing voice calls and other emails. 10 min does not make any difference.

[cavagnaro]

Please check the support tickets, I'm 100% sure this is possible, I once did it in labs and worked.
He wants that an agent who is with the email DN busy and the voice DN free but his status is Busy as it has more priority can still receive voice calls as one DN is ready.

[René]

Hi,

I'm pretty sure that functionality requested by catanirex isn't supported. Capacity rules are based on media type and there is no way to add some filtering based on Attached Data to capacity rules. The only way (not considering usage of any hacks on database level) is to assign new media type to VIP email but that would require implementation using OpenMedia. ESJ doesn't support such feature.

R.

[cavagnaro]

Sorry Genesys but have to paste this:

From Genesys support site:
[quote]
It is possible to deliver both voice and email interactions to the agent simultaneously.

It could be achieved through using UseAgentState[] function in the strategies.



Let assume that every agent place have extension and email DN associated.



Please do following:

1) create section AgentStates (case sensitive) is the Annex Tab of Router apllication in the CME;

2) create option ReadyForCall inside AgentStates section with following value busy[extension]=0

3) create option ReadyForEmail inside AgentStates section with following value busy[email]=0

4) to use in the strategy for calls function UseAgentState['ReadyForCall']

5) to use in the strategy for emailsl function UseAgentState['ReadyForEmail']



Please be advised that all DN types should be on lower case (e.g extension, acdposition) and for E-Mail DN type should be email.

Detailed explanation of UseAgentState function and ways how to use it could be found in the "Universal Routing 6.5 Reference Manual".
[/quote]

[René]

Hi Cav,

Please read again what catarinex would like to achieve. He isn't talking about possibility to route incoming email to an agent busy on call as that is easy with Multimedia (MCR). He want to route only emails with particular keys in Attached Data and that's the issue as there is no way to create capacity rule based on media type and Attached Data.

R.

[cavagnaro]

     
Dummy me. Yeah, trying to think a way to do this seems no way unless if KVP VIP arrives then you do the checkagent state and if not then don't check that option.

[catanirex]

Thanks René for explaining what I want :-)

Unfortunately AgentState is not possible to use as I write earlier:

From URS 7.6 documenation
'If agent capacity rules are set, the CheckAgentState function has no effect
(the Genesys Agent Capacity model does not use agent state).'

'URS is required to use agent capacity information supplied by Stat Server when routing non-voice interactions'


I will continue my mission to solve this! Probably need to use a capacity rule allowing both voice and email simultanously on the place, and then check that voice DNs are free before every normal email are routed.
But not check that for VIP emails, for those the capacity rule can be used as normal.

Do you think it can be done?

[YevgeniyP]

Try this:
1) get list of logged in and ready agents  by using function ExpandGroup[]

2) analyze each agent in list to remove agents which already are working on urgent email

3) choose one of agents randomly

4) do forced routing to this agent

do not know much details but it worked for some people in the past