Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM
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Hi,
has anyone been doing Cisco Call Manager with ERS?
I am having trouble with ERS being able to queue the call while the agents are not in a ready state.
We are not using IPCC, just CM with SCCP TServer and URS, and URS strategy is set so that call is queued until an agent with a particular skill becomes available. Unfortunately, I have noticed that:
1. we cannot apply treatment to a call while it is queued
2. we can NOT queue the call Call Manager would timeout the call if URS does not route the call withing the first 10 seconds.
Does anyone know how to fix this or of a way to get around it?
Thanks,
Vic