direct dial strategy

[guest]

I  Have a direct dial strategy requirement where i have to capture CED [] and then do the following -

1.Validate whether the customer entered  login id exists in one of our switches
2.Find the switch on which it exists
3.If it exists check whether a agent is currently  logged into this loginid
4.If a agent is logged in route to him regardless of whether he is available or not
5.If he is not logged in send it to  Voice mail DN

How do i accomplish step 1 to 3 ?  Before i do a force route in step 4 &5 ,i need a peg a VQ so that we get all stat like (offered /abandoned ) etc. depending on what happens to call in step 4 &5 .Is that possible ? I can generate user event (Event queued on the VQ)  to get offered but how do i get abandoned n all  for a VQ in a force route scenario ? Any ideas are welcome .

[cavagnaro]

You will need to connect to Genesys DB perse to do that, hum don't know how safe will it be...once you get the person id, you will need to associate to persons table and then see if the agent is logged in...not impossible but I personally don't like those ideas of connecting to the GCTI DB directly.

[guest]

I also don't like the idea of connecting to GCTI DB. Suppose we can put the loginids in a list object  ,that would deal with CED validation part. But still we are left with checking whether any one is logged in with that ID. THat may again require fetching that from a GCTI DB (status_table?) .  if i put the person ID in the annex tab of login ids and fetch it in strategy (is that possible?)  ,we can use that to find state of agent without having to connect to DB.

How do we peg the VQ to get all the queue stat (# offered ,# abandoned etc.) in force route scenario ?Would it be possible to get all agent stat for these calls (#answered ,AHT etc.) ?

[cavagnaro]

And why would customer will enter the agent id???

[guest]

Agents in our case are instructed to give their login id and not extension to customer.

[cavagnaro]

Easy, prompt the user for the agentid, then use a function to attach this to a variable and send to a target for routing, you can previously use a function to evaluate the availability of the agent. If going to the red point of the target or function target to the agent group.

[guest]

I still need to fetch the employeeID to do status check (SData[employeeID,CurrentAgentState] ) . If i am discarding direct query to config DB approach , other options are  use web service  /a list object in CME where given a agent ID ,i can fetch the associated employee ID of agent. how feasible is webservice & ue platform SDK ?Is  it possible to store employeeID of agent in annex tab and fetch using GetConfigOption ?


For VQ pegging can i use CheckAgentState[False] along with selection object and avoid doing fororce route(TRoute[]) . Would effect of using CheckAgentState[False] be limited  to this particular call ?

[guest]

on second thought ,CheckAgentState[False] may not work actually as in this case we want URS to send another voice call on line 2 even  if a  voice call is already being handled on line 1 of ACD position of Agent. Since we want to use selection block and not do force route to accomplish VQ pegging ,is it possible in any way to use selection block and still use selection block to send a call to line 2 of a ACD position/extension. ?

[kubikle]

Not sure can it help or not but there is possibility to combine "force" routing with VQ. Starting from 7.something version Genesys sypports target type DN (in additon to Agent, place, agent group etc). It is marked with postfix DN and as name use called DN number and switch name. Can be used inside target slection blocks (equipped with VQ) and its status of readiness is not checked - its "force" routing.

[guest]

yes ,this works. Thanks....I  Had my agent in not ready state  and from the  strategy used a selection block and target type as variable  -  StationID @SwitchName .DN  /LoginID@SwitchName .DN . In both cases call comes in . THe call comes in on line 2 even if agent has a call on line 1 . It seems in this case selection just does a force route without checking agent /station state  . I have 3 questions -

1. Starting from which version this is supported ?
2. Does this target@switchname.DN work only for station , login only or for all - agent group /ACD queue /ROute point /Skill expression etc ?
3. If  in the case of target type variable ,selection block would force route .. if say i  wanted to target a agent group    but have that target info set in a variable before targeting ,would it consider agent state or not?