Multisite

[Zygis]

We are using multisite routing.
Available agent is monitoring only for one site, then the call is routed to virtual queue.
How I have to create routing strategy, which can monitor not only my site in virtual queue, but and other sites?
Thanks.

[ecki]

Hi Zygis

If you want to see statistics about agents from other site, you have to create in your CME, application for statserver with the same parameters like on other site and afterwards you have to put it in to connection folder of routingserver application on your CME site.
bye

[Katherine]

Ok,

I think it will depend on whether on not your multiplesites are sharing the same statserver.
If your sites all share the same server, you can see ALL the agents on all the sites. without doing anything.

If you sites are NOT sharing a statserver and you are planning on doing a multisite routing, you need to keep these basics in mind:
1. All of your PBXs that are to receive calls from your site are to be connected to your PBX.
2. All of your TServers that are to be receiving calls from your TServer are to be connected to your TServer.

I would suggest running one global statserver which oversees all the sites, because then it would be easier for you when you decide to implement multisite routing, but it is not a must.
If you do use a single statserver to monitor all of your sites, then you will automatically be able to monitor all of your agents on all of your sites. If you need to get the state of the particular agent you use the following format: agent_id@statserver_that_is_connected_to_the_tserver_where_agent_is_logged_in.A

So, if I have two sites, and two stat servers (statserver_A, statserver_B), then if I would want to find out the state of an agent 1234 on Site B, I would write 1234@statserver_B.A


Of course, if you have more than one CME that were not designed to operate together and you still want to see the other site, that follow the advice that ecki gave you, and just recreate the statserver application entry in CME, so that URS would be fooled into connecting to a stat server that belongs to a totally different CME.

I strongly suggest against using this kind of approach, because:
1. Genesys would not support it
2. You would be responsible for keeping track of both CME
3. It sets a very dangerous precedent

And, on top of that, if you plan to route the call to that agent anyway, YOU SHOULD combine both CMEs into one.

Why are you trying to do it?

[Zygis]

Thanks.
My example:
Entered new call (first strategy):
1. looking for available agent in group1, if not available agent go next step;
2. looking for available agent in group2, if not available agent go next step
3. looking for available agent in other site (PBX, stat server in other site, In My CME I created it )

#Route to AgentGroup
bikl1:Always > Even[StatTimeInReadyState]Targets['',BI_KL1@StatServer510K.GA]Wait[5]Targets['',FR_KL1@StatServer510K.GA]Wait[5]{}Call[BLCK158DDF8]
#Looking for Available Agents in Other Site
UData['Transfer']='' > Call[BLCK158DF18]
#Route Calls To Busy if Awerage WaitngTime is biger
Always > Assign[AWTMinimal,180]Assign[AWTMaximal,90000]Assign[GoToTarg,ToBusy@StatServer510K.RP]Call[BLRouteToWQ]
#Routing Calls To Message Routing Port
Always > Assign[AWTMinimal,0]Assign[AWTMaximal,40]Assign[GoToTarg,BI_KL1GM@StatServer510K.RP]Call[BLRouteToWQ]
BLCK158DDF8:
TargetSelected[] = '' > Print[ConnID,'>>>>>>>> Error Routing WGL',OwerFlow,' Group <<<<<<<<<<<<<<<<<<<','Genesys']Goto[bikl1]
BLCK158DF18:
SData[BI_PA1@StatServer510P.GA,StatAgentsAvailable]>0|SData[BI_PAWGL@StatServer510P.GA,StatAgentsAvailable]>0 > Targets['',OutgoingBI_PA1@StatServer510K.RP]Wait[0]{}

4. if not available agents route to virtaul queue
5. Second strategy:
Always > Assign[CallPriority,UData['CallPriority']]Priority[CallPriority]Assign[OwerFlow,UData['OwerFlow']]
bikl1:Always > Even[StatTimeInReadyState]Targets['VQ_BI1',ExpandGroup[BI_KL1@StatServer510K.GA],ExpandGroup[FR_KL1@StatServer510K.GA]]Wait[240]{}

I want then the call is waiting for available agent on virtual queue (second strategy) now are monitoring only local site, I want that the all site will be monitoring for available agentin agnet groups.

I think You understand me, because my english is not very good.

Thanks.

[Vic]

If I understand you correctly, then just add FR_KL3@StatServer510L.GA]] under the select objects!

What you can do, is specify several agent groups under the select target object separated by Target objects. This way, your call would enter the queue, wait for agent group 1 on Stat Server A for 20 seconds, then expand its target pool to agent group 2 on Stat Server B and so on.

If all you want to do is to expand your pool, then this is a really easy way to do it. Is there a reason why you are not doing it?

Warning if you are using several URS MAKE SURE THAT YOU ARE USING agent eservation. Also, beware that URS CANNOT RESERVE THE AGENT ON THE REMOTE TServer it is not connected to it!

[Zygis]

Hello,
Yes I know it.
But I want that at the same time than the call is on virtual queue will monitoring all sites. Example:
I will set VQ wait 200 seconds, and all sites are monitoring for available agents.

[cumi]

Hi,

I think, actually the simpliest way is to route the call to virtual agent groups. The routing server itself will deside to which site is the best option to route the call...

VRQs are I think for reporting purposes.

Of course URS has to use a "global" StatServer (connected to all tservers).