Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vjicecool on February 27, 2017, 07:25:21 PM

Title: E-Services question
Post by: vjicecool on February 27, 2017, 07:25:21 PM

I have a question,

If an interaction is in the interaction queue, how is this interaction moved to the agent soft phone?

Does interaction server submits interaction to the agents softphone

Title: Re: E-Services question
Post by: cavagnaro on February 27, 2017, 11:30:46 PM

? Well...there goes basic Genesys architecture. URS and IXN server would do that.

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Title: Re: E-Services question
Post by: vjicecool on February 28, 2017, 10:13:06 PM

thanks for the response

the interactions are in work bin/queue and are waited until the agents are available.

so by your statement..ixn will submit the interaction to urs and urs will get statistics from stat server and then route the interaction to agent when agents are available?

Title: Re: E-Services question
Post by: cavagnaro on March 01, 2017, 01:13:49 AM

Yes

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Title: Re: E-Services question
Post by: vjicecool on March 01, 2017, 05:28:43 PM

Thank you

So for the first time, when the interaction comes in

ESj->IXN->URS-> If agent is available interaction is routed to agent if not
ESj->IXN->URS ->iXN-IQueue-> Agent available message from URS->Requestroutecall  to IXN->Agent

Title: Re: E-Services question
Post by: cavagnaro on March 01, 2017, 08:18:09 PM

Always will go to queue, then strategy is executed based on the views of the queue.


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Title: Re: E-Services question
Post by: vjicecool on March 01, 2017, 09:48:37 PM

Thank you Very much