[SOLVED] How to direct route a call to a specific agent using IRD ?

[Gef Buneri]

Hi all, I need to route incoming calls to a specific agent (variable) when in particular circumstances.

At the moment I'm using a SelectDN block to try to reach the goal, using this syntax:


SelectDN[VQ001,GetPriority[],'',StatSelectAny,AG001,'','','','','','','','','']


Where VQ is a Virtual Queue object VQ_XXXX like, and AG001 is a xxxx@StatServer75URS.A, but URS seems to not like this last object, telling me the target is not good.


Any tips ?


Regards,


Gef.

[Kubig]

Why do you not use standard routing block in IRD strategy?! You can set use it and as a target variable with an agent,same is for queue,wait time,etc

[Gef Buneri]

Hi Kubig, thanks for the answer. Usually I use this method cause in this way interaction continues and I can write down some data in a DB object after the target selection (agent, dn, station, etc.). With the Target Selection usually this can't be done; am I wrong ?

[Kubig]

Yes, you are wrong. After "selection properties" the strategy continues to the "stop/end" mark.

[Gef Buneri]

Oh, nice, I'll try this way. In the Target Selection block if I select a variable as target type or virtual queue, I can't use the block to specify other parameters as domain or name, so what is the right syntax for agent and vq ?

agent@statserver.A and  vq@statserver.Q ? Or what ?

[Kubig]

Target format:

[i]targetname[/i]@[i]statservername[/i].GA - for Group Of Agent,A - for agent

Queue format:

queuename without statserver and other parameters

[kubikle]

Just in case:
- For agents targetname (if specified as targetname@statserver.A or just as targetname.A) is agent's employee ID.
- Agent of course should be ready (no force routing here).
- probably the main limitation for after "Target Selection" - often not possible to attach data to the call, but
    operations not related with call (writing to data base for example) are OK.
   

[Gef Buneri]

Ok, test done. The routing works finely and as said by Kubig, the interaction goes on and I can write down data to DB. Thanks Kubikle for the detailed tips, I'll test soon the loss of data attachment capability cause we use call transfert service through a dedicated IRD application to route call from an area to another, manipulating some attached data to mantain a call history. Another thing I lost using Target Selection instead of SelectDN, is the destination agent's place name ad a result to this function GetStringKey['place',DESTINATION] where "DESTINATION" is the result of the usual SelectDN function. At the moment, after target selection I no longer have a result from that function.

Any tips ?

[Kubig]

I am not testing it now,but I think,that you can get this information from attach data,may be it exists any method in IRD..?

[René]

Gef,

Please look at TargetSelected, TargetObjectSelected, TargetComponentSelected IRD functions that may provide you with information you're after.

R.

[Gef Buneri]

Thanx Renč, at the momenty I already use that functions, but:

- TargetSelected[] : Ok, gives me the DN (extension).
- TargetComponentSelected[] : Ok, gives me the agentid.
- TargetObjectSelected[] NOK, gives me the agentid again.

[Kubig]

I think that is ok,cause agentid is selected object.

[Gef Buneri]

Yes it is, Kubig. Still the "missing place info" remains

[René]

I did quick test and if URS is configured to attach target details (report_targets = true) then it's possible to read 'RTargetPlaceSelected' user data key after call is routed (=leaves Selection block via green port).

If report_targets is disabled and you have URS 8.1.1 (or newer) then you can use FindConfigObject function to find out place to which target DN belongs to.

R.

[Kubig]

And what problem is create place name from extension,which you get from TargetSelected function?