Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Guna Sekhar on August 08, 2017, 12:37:43 PM

Title: How to use URS/ORS AFTER AGENT DISCONNECTS CALL
Post by: Guna Sekhar on August 08, 2017, 12:37:43 PM

Hi All,

I have a  requirement where I need to call up URS same strategy after agent releases the call after Target block.(I need to resume the strategy after the Target block once agent releases the call). I heard that RP may not have control on call once the call is routed to agent.

I tried with SuspendForEvent with parameters {5000,EventReleased,''} and SuspendForEvent with parameters {5000,EventDiverted,''}.

I found that there is no event like EventReleased is coming on to the RP where as it is happening on the Agent DN. Hence the SuspendForEvent is not working in this case.

Kindly help in what way we can achieve this requirement.

Regards,
Guna

Title: Re: How to use URS/ORS AFTER AGENT DISCONNECTS CALL
Post by: Tambo on August 08, 2017, 01:52:29 PM

we used this for creating a survey app

Starting with SIPServer 8.1.000.86, the feature Call Divert Destination was implemented. With this feature it is possible to route the caller to a specific destination when, after an initial leg of the call is completed, only the caller remains on the line.
Call Divert Destination - the Ability to divert a call upon agent or IVR hangup.
SIP Server supports routing the caller to a specific destination when, after an initial leg of the call is completed, only the caller remains on the line. For example, this feature could be used to route the caller to a post-call survey after the agent leaves the call. To support this feature, SIP Server introduces a new DN-level option, after-call-divert-destination.
after-call-divert-destination
Default Value: No default value
Valid Value: Any valid DN
Changes Take Effect: Immediately

Specifies the destination DN where SIP Server will divert the call in cases where the caller remains on the line when all other parties have left the call. For example, use this feature to send callers to an after call survey. To enable this feature, configure this option on the Routing Point DN. You can also enable this feature by passing the after-call-divert-destination parameter in the Extensions Attribute of a RequestRouteCall. Parameters passed in the Extensions Attribute override the value of the configured option.

Title: Re: How to use URS/ORS AFTER AGENT DISCONNECTS CALL
Post by: Raja Sekhar on August 23, 2017, 04:55:30 PM

Hi Guna,

After call divert function will not suit your requirement as u want to do an activity post call disconnect either by agent or customer

It works with scxml ors solution.

Please share your work around in scxml part here

Title: Re: How to use URS/ORS AFTER AGENT DISCONNECTS CALL
Post by: terry on August 23, 2017, 05:39:14 PM

Make URS register on agents DN (so it will get events on agent DN) or set option call_monitoring to true and use SuspendForEvent like you tried.

Title: Re: How to use URS/ORS AFTER AGENT DISCONNECTS CALL
Post by: deadmeat on August 24, 2017, 06:36:08 AM

Might be helpful for you:

http://www.sggu.com/smf/index.php/topic,723.msg697.html#msg697

Title: Re: How to use URS/ORS AFTER AGENT DISCONNECTS CALL
Post by: Rajnish@49 on August 27, 2017, 07:56:34 AM

Hello GunaShekhar,

  Try setting up below section in the annexx of of your agent Extension:-

[<URS_Name>]
event_arrive=EventReleased
Startegy=<Startegy need to be processed>
StrategyX065=<Startegy to be processed>

Thanks,
Rajnish