Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Zygis on January 01, 1970, 12:00:00 AM

Title: Routing points
Post by: Zygis on January 01, 1970, 12:00:00 AM

Question:
We are using 5 RP for call routing, I created DN group and add this 5 RP, then I am getting statistic about entered call, I got more calls "Entered", What I have to do that entered call will be calcutaled only one time from firts RP?

Example:
The calls first is routed to first RP, if from this RP the calls was not answered, it is routed to another RP and waiting for available agent, and in results I will get:
Entered=2
Answered=1;

Thanks.

Title: Routing points
Post by: John Doe on January 01, 1970, 12:00:00 AM

When you set up the Stats in DMA make sure the DCID box is ticked so calls are only counted once.

Title: Routing points
Post by: John Doe on January 01, 1970, 12:00:00 AM

Sorry I misunderstood your question so please ignore my last post. Why not just have the original RP in the DN Group?

Title: Routing points
Post by: Vic on January 01, 1970, 12:00:00 AM

Good question!

I was thinking about it a few weeks back, and thought of the following ways of getting it:

1. using virtual queues to track number of calls.
2. using filters (ThisQueue)
3. using dequeue command to ensure that call is not queued in more than one queue at a time

Are you using CCP or CCA?

Title: Routing points
Post by: Zygis on January 01, 1970, 12:00:00 AM

Hello,
Yes, I'm using CCpulse and CCA.
1. using virtual queues to track number of calls.
I was trying it, but I set VQ in first RP with name VQ_CC, and on second RP I set Virtual quueu with the same name VQ_CC, but in results I get the same results, Enterd=2, Answered=1. I tryed formula DCID, but it not working.
2. using filters (ThisQueue)
I'll try it.
3. using dequeue command to ensure that call is not queued in more than one queue at a time
I don't undestand this, How I have to do it?

Thanks.