I use VRP quite often, actually, because it allows me to process the calls in a manner that I like the most, without the need to mirror everything by PBX.
VRPs do to RP what VQ did to Queue. Only multiply it ten fold and then add a subway sandwich on top of it.
Up until now, for every RP you would usually have a VDN or CDN (if you deal with bankrupt Nortel
) and it really was very very very stiffling, because if your strategy on RP fails, PBX will have to deal with it.
So, my first focus was on using VRPs as virtualized worlds inside a single RP - I can run a strategy and if something goes wrong, I have a chance to catch it within RP before PBX takes over. Thus, we slowly went from 1 VDN for one RP to 1 VDN to MANY VRPs.
So, what, you may say, big deal! And this is where the reporting comes in.
The main gripe I have about VDN and RP 1-to-1 ratio is that it drastically reduces my ability to gather any valuable information from Genesys Routing Point. For example, I cannot easily generate report on a particular skill segmentation within a particular skill without relying on virtual queues. And the problem with virtual queues is that...well, as the name implies- they are queues, meaning that even if I can create a report I will still need to come up with some ingenious way to do SOMETHING with the call once it passes the queue. And this means writing a block of code. And block of code is nothing but a strategy, if you really think about. Instead of throwing blocks of code everywhere, I just direct the call to a particular VRP with a predefined functionality. So, I can throw call left and right, up and down while it is still parked on the same VDN in PBX. It is faster, I do not have to worry about adding a one second ringback, I do not have to worry about how to interpret CMS statistics, and most importantly, if I wanted to change callflow logic, all I have to do is just load a different strategy on a VRP, and my whole system changes.
A lot of people can do just fine without VRP, and it is really all about preference, but VRP are the easiest way to track call progress inside a strategy in a way that can be shown in CCP and CCA. And for that, it is really really really good...
Vic
