Hi,
I want to route a call throug my application.
In my current implementation, call is coming through URS->Custom Server->my application
Application select agent and route call as my application->Custom Server->URS-> agent
Issue with this approach
====================
Call with selected agent reaches to URS, URS call TRoute to route call to agent. If before the call reaches the agent, agent logged off, the call will stay there forever and wait for the same agent.(Please corrent me if am wrong).
I could't find the graceful dealing of this call.
Can you please tell what are the possible ways to deal with this call?
Can i route the same call to my application again? (if yes, how i can do it at URS level)
Can the call be routed to next available agent from current status of the call? (if yes, how i can do it at URS level)
Other available options in genesys to route call through custom application.
========================================================
What are the other ways exist in genesys world to route call through custom application instead of URS, Custom server combination?
In Tlib a function exists TRouteCall, but documentaion says its only for genesys internal use. Same function also exists in Platform SDK, but there same comments that its only for genesys internal use.
What availbe in genesys to route call throgh custom application whick also solve the above mentioned problem.
Thanks
Zaman
