Routing script example

[Dennis]

I am looking for some basic routing script example that will allow me to build a proof of concept that IR is a good solution for our call center.

Meridian opt 81c, Genesys 5.1.xx

thank you

[KM]

Do you mean a strategy?
Depending on the size of your call center you might think twice about if you want to use it or not.

How big is your call center? what do you want to do with it?

Also, since G5 will be discontinued in a few months, I would strongly advise against getting IR. What is the point of gettng a product that will be discontinued?

Instead, if you plan on expanding, upgrade your infrastructure to Genesys release 6 and only then start worrying about this type of problem.

KM!!!!!!!!!

[Calum]

5.1 Routing Strategies are compliant in Genesys 6. I would suggest creating a routing strategy and show the task masters....then suggest an upgrade to Genesys 6.

[Dennis]

Your suggestion are very wise and hepfull,

However the situation is as following..

Thge call center is 200 seat. Genesys TServer framework is already in place. Our management is thinking of SBR in near futur. Their questions are :
A) Wich solution to go for :IR or SCCS

We already have licence for IR but not installed yet. The proof of concept will allows us to position the decision on IR. Then go for upgrade if that technology is retained..

So this is why we're looking for some basic Strategy sample script.
Thank you
Dennis

[Rory]

Dennis,

We are looking at a similar scenario between SCCS and IR. As far as I can see there is little difference between the two unless you are running a multisite call centre in which case IR is better (except that SCCS is somewhat easier to configure). But then if you are running both (eg. Genesys for outbound) then you have the overhead of managing two environments.

Rory

[Calum]

IR is not difficult to integrate. As for scripts, they are compiled after the design of the actual routing strategy in strategy builder. If you are at all familiar with Visio the strategy builder interface is similar in concept you simply drag and drop your objects.

Prior to dragging and dropping objects you must first create the VDN/RP in CME.

If you have access to the 5.1 documentation look at the sample strategies for Interaction Router Release 5.1.5 Sample Strategies.

Hope this helps.

[Vic]

Dennis,
if you already have the license for IR, then I would definitely go with it.

Here the reasons from the top of my head why:

1. Price
If you are planning on doing routing via SCCS, you will need to have license for each user. If you are using IR, and are planning on not using SCCS reporting, then you do not need to buy license for Symposium.

2. Reporting
Symposium reporting is very accurate but it is really really primitive. We are using CrystalReports here and it is just a string of numbers. To me Symposium and PBX are of the same level of importance, so you do not want people to start meddling with it. With Genesys, you would use CME to add/delete agents, Strategy Builder to add/modify strategies and if you really mess up and crash the whole system, your basic call center operations would still be functioning. On top of that, you can just import your last CME backup and you would be able to continue as nothing has happened (well, in MOST cases).
If you mess up with Symposium, you better have your PBX people standing by.

3. Scripting maintenance.
With symposium all the routing is written in script, plus you have a rather limited (if any) access to the current statistics to make decision for your routing. You would also need to pay your PBX support company to change it for you.

With IR, your strategies look like a visio diagrams all of the components are drag drop, plus you can play with it as much as you want (needless to say, I would not suggest doing it on the strategy that is currently running)

The really big minus for using Genesys for routing is that it is not as stable as Symposium. It gives you flexibility, but you would be losing on on stability. I would say one call per 10,000 dropped to default using Genesys is pretty common, while in Symposium this is more like 1 in 100,000...if any at all.

If you need some strategies just email me directly and tell me what kind of strategies you would like. I don't mind helping you with it.

Vic