Number Translation

[james]

Is it possible to completely modify the number used for multisite routing?

I want to use the target select block to identify an agent on a remote site (using skills), and then to translate this number into an ACD number on the remote switch. The idea is to allow the local ACD to deliver the call, and not to pass the call directly to the agent place.

Any help would be greatly appreciated!

[Dave]

An ACD, by definition, will route through a queue to the longest available agent. So if you pass the call to the ACD on the remote switch, no matter what you do it will not choose the agent router had already chosen unless you have a queue for every agent.

If this is really what you want to do (just route to the ACD on the remote site), you can just route to the queue itself (either directly or via a force route), but again, this won't target a specific agent unless it's one agent per queue.

To get more to the crux of the problem, could you explain *why* you're trying to do this instead of using the agent place? Perhaps there's another workaround.

[james]

I am providing an interim solution that allows genesys to decide which site to send the call to, but letting the acd do the local delivery. They want to keep their stats in the current solution for now. I will target agents directly in the next phase.

I am using selectdn & suspend for dn to provide me with a target, and then translating the site info into a local dn and routing the call to that number using troute. I really want to be able to use the standard target select block, and to let the number translation do the conversion for me.

I have thought about a few other possibilities, including letting the router pass the call to the agent DN, and then having a call forward on the agents extension to pass the call to another local strategy that reads the target info and then pushes the call to the acd queue, but this way some calls are delivered by genesys directly and some by the acd, so the stats are still up the shoot!

Is it possible to allocate a dn to dial for a vitual agent group? Then, when an agent goes ready, router returns this dn as the target, instead of the agent place dn?

TIA

[Vic]

Let's see, why don't you just use SelectDN to find the agent you want, and then get the destination TServer from TargetSelected and route to ACD you like there?
Vic

[james]

That is pretty much what I am doing. There are multiple services and so I am using GetConfigOption to retrieve a target from the cdn.

I want to make the strategy simpler for the customer, and number translation was one idea. Is it possible to manipluate the whole string, or only to prepend digits?