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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gef Buneri on February 10, 2017, 11:26:41 AM

Title: IRD 7.5/URS 7.5: Which event should I use to simulate an answ./distr. call?
Post by: Gef Buneri on February 10, 2017, 11:26:41 AM

Hi all.

As in subject, for a VQ; could be answered or distributed too.



Best regards, Gef.

Title: Re: IRD 7.5/URS 7.5: Which event should I use to simulate an answ./distr. call?
Post by: Tambo on February 10, 2017, 03:10:27 PM

sorry Gef do you mean EventRouteUsed ?

Title: Re: IRD 7.5/URS 7.5: Which event should I use to simulate an answ./distr. call?
Post by: Gef Buneri on February 10, 2017, 03:29:09 PM

Thanks for the interest, Tambo; I'm asking 'cause I don't know wich event to use to reach the goal.

Goal is to make an answered or distributed call  appear on a VQ, using a  - SendEvent["AN EVENT",Cat['ThisDN:',VQ]] - from IRD.


Are you suggesting to use EventRouteUsed as event type?

Title: Re: IRD 7.5/URS 7.5: Which event should I use to simulate an answ./distr. call?
Post by: Tambo on February 10, 2017, 03:57:24 PM

It's been a while Gef but i used (i'm sure)  SelectDN[Cat['VQ_',v_Department,'-',v_Skill]  to show a call routed to a VQ based upon subdepartment and skill VQ_UK-Sales

Title: Re: IRD 7.5/URS 7.5: Which event should I use to simulate an answ./distr. call?
Post by: Gef Buneri on February 10, 2017, 04:00:50 PM

The SelectDN would work for sure, but I was guessing if it exists another way, to avoid all the targeting process; just need to show a call on CCPulse. It is all fine for entered/abandoned/queued, but I failed to show an answered or distributed call.

Title: Re: IRD 7.5/URS 7.5: Which event should I use to simulate an answ./distr. call?
Post by: Tambo on February 10, 2017, 04:25:51 PM

you can see this in CCPUlse on a RP view for answered etc

Title: Re: IRD 7.5/URS 7.5: Which event should I use to simulate an answ./distr. call?
Post by: terry on February 10, 2017, 10:12:34 PM

May be just look at the EventDiverted distributed by USR in case of regular targeting routing and imitate it with SendEvent. Also such manual event sending always is risky - a lot of things might happen between sending EventWQueued and EventDiverted (error in strategy, call abandoning, etc) - there is risk to send first event but not send complimentary one.

Title: Re: IRD 7.5/URS 7.5: Which event should I use to simulate an answ./distr. call?
Post by: Gef Buneri on February 13, 2017, 07:42:30 AM

My goal is to count everything on a vq in order to have all data available on report db. The queue I'm using is not a real "target" queue, I'm using it just as a counter. In the specific case, I would like to count interactions that were managed by an automated IVR that does not ends on on agent, so I tought about to count the fully-completed-auto-processes as "answered", the total amount of call entered in the ivr as entered, and the abandoned-during-the-process as abandoned calls, on that vq. All fine for entered and abandoned, but I'm not able to show a fake answered/distributed, using events sent using "SendEvent".

***EDIT***

For the moment ClearTargets[] seems to work fine... it generates a cleared call on the desired vq, so the cleared calls, for that specific queue and CCPulse template, are considered as calls fullylly managed.