when you say "requeue", do you mean placing a voice mail in a incomming queue, so that it would then be routed to agent?
This is actually a realyl need idea! Queuing voice mail calls along with live calls! I am impressed!
At first, there is no really simple way to do it.
There are two ways I can think of, but I think some will think I am nuts. Here they are:
Way #1 Using CCAS
There is a really wonderful tool, called Genesys Contact Center Agent Simulator. I don't think even Genesys knows how wonderful the thing is. It is like having one huge business
ules engine to control all the agents in a call center.
You can set CCAS to monitor voice mail DNs, and then, have CCAS place a call from voice mail DN to a routing point after the caller hangs up. From PBX point of view, it will be like having an internal call from one DN to another. Of course, I have not done it before, but it is going to be fun to do (even though, impractical)
2. Using Universal Queue.
One of the good things about URS is that it queues INTERACTIONS and not calls. But, I think officially, you would need to have ICS license to do what I am about to propose: (someone please confirm this one for me, because I am not sure)
declare your own media type and then use URS to queue it for you. After URS routes the interaction to your softphone, you would get a screen popup but no call. Of course, you can script your softphone to PLACE a call to a particular DN listed in attach data when call type is for example 12, or something. It would take you about one day to create a simple prototype.
The second one is probably more stable and convetional; however, I am not sure as to what licenses you would have to worry about. Have you ever looked at Genesys Active X developer guide? If yes, then you should not have too much trouble.
Anyway, this is obviously nothing that you would be able to accomplish by just adding something to the strategy... But this is all that I can think of something at this moment. Let me look around and see if there is something really simple that I am missing like some kind of function which would allow a softphone to queue a virtual call.
