Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Rajnish@49 on February 11, 2017, 02:52:20 PM

Title: Controlling the AgentReady/NotReady status based on EMail & Voice Interaction
Post by: Rajnish@49 on February 11, 2017, 02:52:20 PM

Hello Team,

We have Email and Voice System configured in our Environment. Email is controlled by Genesys and Voice routing is controlled by Avaya.

We have Place provisioned for both Multimedia & Voice Currently Voice routing is done through Avaya routing. In order to monitor the status of Place we have ACD queue and Through ACD queue we are able to monitor Agent status of Voice calls. Same Place is also configured for Multimedia license so We have proper synch of Agent Status for Voice as well as Email. Below are my question and would request you to please provide a solution.

Q1= How to avoid Avaya to route the calls to Agent when an Agent is working on EMail. Capacity rule is not working, As voice call routing is not controlled by Genesys.

Q2= If We are setting AgentStatus to NotReady globally through Startegy when en email is triggered to Agent. Agent needs to set his/Her status to Ready manually once agent is done with the email. Is there a way we can automatically set Agent Status to Ready when Agent is done(MarkDone) for that particular Working/Progress Email.

Appreciate your quick response!!

Thanks,
Rajnish

Title: Re: Controlling the AgentReady/NotReady status based on EMail & Voice Interaction
Post by: cavagnaro on February 11, 2017, 05:02:58 PM

That is more a question to Avaya guys but still, if you have two independent platforms, don't see how they would be able to interact on a logical status as Avaya has no clue on the email place of Genesys

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