Agent whisper/greeting, Cisco CM/SM 7.2.

[Big Rod]

I know it's a function of SIP Server/Stream Manager to be able to 'whisper' a message to an agent at the point of call delivery, but can the same be done in a Cisco Call Manager 4.1.x/Stream Manager 7.2 environment?

I've been told it can, but can't find any Genesys documentation on it.

Thanks in advance,

Rod.

[bublepaw]

Hi Rod,

On Genesys side it can be done by highly modified strategy where TargetSelction block is decompose to low level function calls. Basicly it works like this - You start target selection process in strategy, when free agent is found You block it and in the same time You invoke MakeCall for agent DN to reach another stategy that plays annoucement. When the second strategy is done You route a call to an agent. Maybe there is native functionality in CUCM - I am not Cisco expert

Pawel

[Big Rod]

Hi Pawel.

This sounds very impressive. It's a new one on me though.

Didn't really follow how you can call another strategy half way through targetting an agent.

Would you be kind enough to expand please?

Thanks in advance.

Rod.

[bublepaw]

Hi Rod,

Basicly sequenc is following. You first invoke function SelectDN - this is very similar to target selection block but allows You to coninue to do some other thing in strategy. If there are no agents You can invoke SuspendForDN. Both functions if succesfull will return agent specification. At this point You can block agent using BlockDN and do whatever You need before issuing final DeliverCall or RouteCall function. For this specific case since You know agent number You can invoke TLib request for agent DN to make a call to RP wich will play annoucement or You can try to invoke MakePredictiveCall on RP for playing annoucment. You have plenty of options.You then use SuspendForEvent to wait in main strategy until agent is finished with annoucement and You can then send call to him. It's mess but it works

Pawel

[Big Rod]

Thanks for that!! 

When you say 'send a TLib request', could you explain that a bit please?

[bublepaw]

Hey,

There is another low level function in URS called SendRequest that allows URS to tell TServer to do something like making a call etc. Detailed desciption can be found in Routing Reference Manual.

Pawel

[Big Rod]

Hi Pawel,

Been tinkering around with this and have managed to 'disintegrate' the targetting object with success.

However, I'm having difficulty coding the strategy to 'requestmakecall' to dial the RP with the announcement on it from the agent's place/extension.

Do you have any tips on how to do this and/ or the syntax I shuold use?

Again, thanks in advance.

Rod.

[Big Rod]

Bump for the last post.

TIA!

[deano]

Hi, I know this is an old topic but hoping someone has got this working, I am following this explanation but having trouble with the SendRequest function - am I calling this correctly? SendRequest[RequestMakeCall,'ThisDN:1111|OtherDN:2222|MakeCallType:0'] But the error coming back is 1111 is not registered against the tserver when I can make a call to 2222 from my agent desktop logged into the extension 1111? Any help would be great thanks.

[BenTaylor]

I've been trying to do the same thing:

SendRequest[RequestMakeCall,'thisdn:170098|otherdn:170005|73:0']
(TAttribute 73 is AttributeMakeCallType)

Through URS:

13:52:39.388 Trc 04541 RequestMakeCall received from [568] (00000006 URServer_p *.*.*.*:54911)
message RequestMakeCall
AttributeThisDN '170098'
AttributeOtherDN '170005'
AttributeReferenceID 14555
AttributeMakeCallType 0 (MakeCallRegular)

I get the same error:

13:52:39.3880 [ 0 ] 8.1.000.16 send_to_client: message EventError
(DN is not registered)
AttributeEventSequenceNumber 0000000000001745
AttributeTimeinuSecs 388000
AttributeTimeinSecs 1318337559 (13:52:39)
AttributeErrorCode 41
AttributeReferenceID 14555
AttributeThisDN '170098'

And fixed it by setting event_arrive on the DNs so URS would register them.

[BenTaylor]

However I still can't get it to work if I want to call from a DN on a different Switch...