Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Leonxxx86 on February 06, 2017, 05:03:04 AM

Title: Collect customers number that has been transferred to a mobile#
Post by: Leonxxx86 on February 06, 2017, 05:03:04 AM

Hi all,

How can I collect data where calls get diverted from Genesys to a mobile number? Thanks

Title: Re: Collect customers number that has been transferred to a mobile#
Post by: nonny on February 06, 2017, 08:29:11 AM

What type(s) of data are you expecting?

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Title: Re: Collect customers number that has been transferred to a mobile#
Post by: Kubig on February 06, 2017, 11:12:45 AM

It depends on what output format you exactly want/need. You can easily store information about these interactions for example within the database or you can use standard reporting (CCA, GIM). There are many ways how to achieve it, but you have to be more specified on that field.

Title: Re: Collect customers number that has been transferred to a mobile#
Post by: cavagnaro on February 06, 2017, 04:14:43 PM

Question #1, how does Genesys would know which numbers are cellphones...kinda vague question.

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Title: Re: Collect customers number that has been transferred to a mobile#
Post by: Leonxxx86 on February 07, 2017, 02:18:06 AM

Thanks for your replies and apologies for the lack of description. This is already configured in Genesys, calls get diverted to a mobile after hours but I need to build a report to show how many calls have been transferred to the mobile number. Thanks

Title: Re: Collect customers number that has been transferred to a mobile#
Post by: cavagnaro on February 07, 2017, 04:19:39 AM

Create a filter and a report with that filter for Diverted calls on that RP. That is it.

The strategy should do an attach data which will be the value of the filter.

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Title: Re: Collect customers number that has been transferred to a mobile#
Post by: Leonxxx86 on February 10, 2017, 03:15:55 AM

Thanks Cav, do you mean create a filter in Stat Server and A report in DMA? What about the strategy, is there anything need to be added? Thanks

Title: Re: Collect customers number that has been transferred to a mobile#
Post by: cavagnaro on February 10, 2017, 03:38:51 AM

As said at the strategy you do the attach data you will filter for after

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Title: Re: Collect customers number that has been transferred to a mobile#
Post by: Tambo on February 10, 2017, 09:33:08 AM

create a VQ and attach it in strategy at the point the call drops out to mobile number

Title: Re: Collect customers number that has been transferred to a mobile#
Post by: Leonxxx86 on February 16, 2017, 04:28:42 AM

I have created a target block "Dummy agent" and Troute to my mobile, that worked as I can see in DMA calls entered to the VQ. Thank you all