[RESOLVED] Agent routing with genesys statistics CMS (AVAYA) problems

[Xavier]

Hello !

We study a way to do direct routing to agents when customers recall.
Our problem is that actually statistics are getting from CMS (behind an AVAYA ACD), and when directly routing to an agent from genesys all CMS statistics from these calls aren't referenced like "normal calls".

In example a normal call is counted on acdcalls (in hourly agent table from the CMS) whereas a direct agent call from genesys is counted on auxincalls. Moreover lots of time stats aren't well valued and it's even worse on split table where direct agent calls aren't referenced at all.

Did someone knows if it's possible to call from genesys a script or a method of the ACD with parameters (like agent loginACD) so the ACD do the routing (like that calls will be well followed in stats) ?

Or did someone got others ideas so stats in CMS ok ?


Thank you (Sorry if my english is so so)

[bcyk]

Not understand your problem exactly but below info may help if Genesys URS is used in the environment

http://www.sggu.com/smf/index.php/topic,3452.0.html

or search keyword in the web-site "route-thru-queue"

[Xavier]

That is exactly what I needed !

Thank you.


Only one more question, is the URS option mentionned ('route-thru-queue') a specific option for Genesys with avaya ? Because I don't find the definition in reference guide...

[bcyk]

Yes, the option is for Avaya switch only

The option "route-thru-queue" is described in T-Server for Avaya Communication Manager manual.
It is not an URS option, however.

[Xavier]

Thank you bcyk.

I'll do tests when ACD staff will have implement the DirectAgent option.
I'll post my results comments when it's done.