Distribute calls to not ready agent ?

[mbouvet]

Hi,

We would like to distribute internal transfer calls through IRD strategy that will consider  all agents in "WaitingForNextCall" or "NotReadyForNextCall" as a target;
We are using large list of action code (type not ready) to count times passed on some backoffice actions.

We would like to join agents in NotreadyForNextCall state when we transfer customer calls through skill.
I tried to play with some statistics on IRD without any success.

Did someone have any idea how to answer this request ?

Thanks for your help.

Matthieu

[Kubig]

And with what you have a problem? It is possible to route internal calls to NotReady agent,so you have to set internal-calls as non-business on T-Server object.

[Steve]

Just because you can doesn't mean you should.

Why would you want to route calls to agents who are not ready? If you have auto-answer you will have callers listening to the background noise in the contact centre, and if you have manual answer you will have phones ringing all over but not getting answered.

The person making the call obviously wants to talk to someone, so letting them listen to background noise or ring tone is just wating their time.

[mbouvet]

Hello !
We would like to route calls to agents in NotreadyForNexyCall state [b]only for attended transfers.[/b]

We are using an CTI desktop and agents can transfer calls directly to a logging agent number or he can select a skill and calls an URS strategy.
In this call flow, they would like to select a skill and the strategy research on the target all agents in"WaitingForNextCall" or "NotreadyForNexyCall" state.
About the reply :
"It is possible to route internal calls to NotReady agent,so you have to set internal-calls as non-business on T-Server object."
I did not find where to set "internal-calls as non-business".

Kubig,
Can you give more informations about your tip ?
Thank you !!

[Kubig]

As I wrote you can find out on T-Server object in CME,section "TServer"

[mbouvet]

Hi !

I checked the Tserver section in CME Tserver object but I didn't find options like 'internal-calls'.
I look for it in the genesys documentation and I have not found anything either.

We are using TServer_AvayaCM_801 template to connect our genesys plateforme to our AES Avaya.
This options is available for any switchs ?

Thanks for your answer.

[Adam_W]

If you want to count the times spent on specific call "types", you should be able to do this by tagging the calls with attached data during routing and then filtering on this data in the report.  Or simply by filtering on the skill selected.

That would be better than trying to trick the system into routing calls when the agent may not be there to take them....

[mbouvet]

Thanks for your answer !

Another way could help us to answer this request :
The first agent generate a transfert through his desktop, this call is route to a strategy and we get the login agent selected.

In URS, do you know how to get the place on which the agent is logged in (whatever the agent state(available, Callinbound, NotReadyForNextCall ...) !) ?

Thanks for your help.

Matthieu

[terry]

Function TargetState[agent], agent is something like AgentEmployeeid.A