Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on March 21, 2018, 10:30:06 AM

Title: ANI as a filter for CCA reports
Post by: PFCCWA on March 21, 2018, 10:30:06 AM

Hello,

Hello,

I though this would be easy but cannot find any specific documentation to show how it is done.
We have some random calls which have a unique ANI (AttributeANI='11111') that are needed to be filtered from stats such as Total Inbound/Talk Time and so on.
This appears on Events such as EventRinging and EventEstablished.
These calls do not have any routing, IRD strategy applied.

As there is no userdata I cannot create a PairExists filter in the statserver?
Is there a way to create an ANI filter in this scenario? 
I have seen Genesys articles talk about using AttributeThisQueue by adding the following in the statserver filters section:

[Filters]
Filter1=ThisQueue="Queue1"

So would ANI filter work as follows:

[Filters]
Filter2=ANI="11111"


We cannot replicate these calls in a lab environment so limited to a live environment.
thanks.

Title: Re: ANI as a filter for CCA reports
Post by: catanirex on March 21, 2018, 12:06:27 PM

But if there is no routing, the virtual queue reports should not contain these calls.
Or is it the agent reports you are referring to?

You could always add some data in normal routing, such as VQName and then use a filter and only count the "real" calls that goes through strategy:
IRDCall=PairExists("VQName","*")

Or count the calls that not comes through strategy:
NonIRDCall=~(PairExists("VQName","*"))

You need to configure statserver to allow wildcards in filter as well

Title: Re: ANI as a filter for CCA reports
Post by: PFCCWA on March 21, 2018, 12:31:03 PM

yes sorry I meant Agent Reports.
These calls are counting towards agent related data such as number of inbound calls and inbound talk time.

thanks