ICKEY routing

[Vic]

I need some help with PBX here.
HAs anyone tried to do ICKEY routing using IR?
I know that there is a way to send a call to an agent's DN and then have it be delivered on ACD Position instead by rerouting the call to an ACD queue first, but I am a little bit confused about how can we ensure that the right ACD Position will receive that call if we drop it to ACD queue first? Would it not decide on its own where to route the call?

Thanks,
Vic

[Craig]

The only way to ensure that the right agent gets the call is to set up an individual queue for each agent on the PBX. IR will still pick the agent's extension, but a translation in TServer/IR will route the call to the agent's private ACD queue instead, which will then send the call to the agent's ICKey.

It's not very elegant, but it is an easy workaround for sites that absolutely have to have the calls routed to the ICKey.

[Vic]

Craig,

I think that we will need to do it, because we have a problem with calls arriving on both ACD queue and Extension. This usually happens when IR drops a call to default and then when an agent becomes ready, both ACD and IR see the agent as ready and consequently send the call to it. This results in both DNs suddenly getting the call and going off.

I checked and it seems like queue licenses are for free, so it should be not a really great way to do it, but still something worth considering. What other tricks are out there?
Vic

[Vic]

Ok,
I think we were able to do it.
We needed to set use_dn_type=position and use_translation=true to get it to work.

This is nice