Position in Queue

[n3xth0p]

Hello, everyone.
I need that users have reported their position in ACD queue
(it is prompt selection depending on the position).
I can not understand , how do it  in "Selection" object. I found statistical function "PositionInQueue", but dont know how to make it interact with each other.
Can somebody explain?
Thank you

[Kubig]

There are more then one solution. All depends on what all you need or via what technology want to do. The simplest way how to achieve it, is to have a set of announcement with information about position, that you call for each interaction. Other way, for example, is in call special GVP app with position as a parameter. The VoiceXML app will play specific audios. In case, where you have TTS, is all very simply.
I am worried about one thing, that your knowledge are insufficient for these purposes.

[n3xth0p]

sorry for my english, in advance.
okay, I'll try to explain what causes confusion in my mind.
There is CUCM, UCCX and Genesys in my lab.
I am trying to make a simple script on Genesys, that i have on UCCX.
first, I need to play prompt depending call's position in the ACD queue.
second, if agent is logged in queue and will not answer on call,
it have to be returned in queue with the highest priority.
It is very simple to understand how to make it on UCCX (at screen, Queued section [URL=http://ib2.keep4u.ru/b/2013/08/02/c2/c2f73da4cf69a08db11d926d4008e9fa.png]http://ib2.keep4u.ru/b/2013/08/02/c2/c2f73da4cf69a08db11d926d4008e9fa.png[/URL])
In Genesys there is "Selection" object with three enters only,
and i cant find information how to handle calls are located in queue.
And the user inteface is intuitively incomprehensible.
A lof of documentation has  so much information about complex routing, and nothing about similar simple task.

I want to make it in the simplest way that Genesys has. That's all.
of course, if Genesys has  simple way to do it.

[bublepaw]

That is trick with Genesys - simple and highly advanced task have exactly same level of complexity. Luckily documentation is ok.

For playing announcement in queue based on any statistical value please refer to reference manual for routing page 371 (Dynamic Busy Treatment at Selection Block).

Solution for returning call back to queue with highest priority heavily depends on PBX You are using and on PBX configuration itself.

[terry]

You can easily use the same logic as in refered UCCX sample.

It describe sort of loop - which can be coded in strategy almost identicaly - as there is no need to stay
all the time inside Selection object (though you defintiely can and use busy treatments for such loop logic). Exit from Selection object (leaving call in queue) - do some actions and return back

Selection  object is equvalient of queueing (or updating call position in queue like changing priority).
The approximate logic in strategy can be like:

TimeToWait = 1;

Selection[TimeToWait, ClearTarget=false] -  analog of queueing

on Selection object red port you make all calculations,
use PositoninQueue function (or whatever you need) play anouncementetc.

TimeToWait = 60; Goto Selection object above - analog of Delay 60.
Also before going back to Selection you can increase call priority if needed so
call will go to head of queue, etc

[n3xth0p]

Thank you all for helping and  throwing some light on Genesys logics.
I made strategy based on [b]terry[/b]'s advice, and it works fine. Now i am studying fuctionallity of Dynamic Busy Treatments.

I have one more question.
How can i transfer/redirect call to some external number (for example, cell phone) at strategy ("blind" transfer)?
My PBX is CUCM.
I made external routing point with the number. At strategy I tryed it with functions like RouteCall, SendRequest and Force, but it doesnt work.
Is there simple function with one parameter like DNIS ?
And what you commonly use for it?

[cavagnaro]

You can use TRoute function. No external routing point...you send the call to your PBX like if you were dialing from an extension (05556666 where 0 is the dial out prefix). If the call doesn't go out then check that the RP has permissions to do external calls.

TROUTE['05555444444','Default.....]

You have to test a little bit on what type of route to use, Direct, Unknown, etc.

[n3xth0p]

thanks, it is work with CUCM 9
TRoute['4202','',RouteTypeUnknown,'']

[cmuser]

Hi n3xth0p,
I saw your post en folloed your link to the cisco script with PIQ
I've been struggling for a while with position in queue (with the Switch Step) and maybe i overlook something
Please can you send me the printsceen with the necessary variabele

thanks