Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: hasitha on April 12, 2018, 06:03:56 AM

Title: Route calls to external number if Agent not available
Post by: hasitha on April 12, 2018, 06:03:56 AM

Hello Folks,

I just need some help about the configurations of routing in Genesys. The requirement is when call route to the queue and wait around 10 sec and if agents not available i need to transfer this call to external number .

As per my current configuration , when call in, it'll immediately transferring to external number without checking the queue .

Appreciate if anyone could advise on this.

Thanks ,

Hasi

Title: Re: Route calls to external number if Agent not available
Post by: cavagnaro on April 12, 2018, 12:02:14 PM

Do a Statistic validation from your strategy asking or if any agents are logged in or if any agent is in ready, depends on your business logic and then route it.
SData is the function you will need and build the statistic at IRD

Title: Re: Route calls to external number if Agent not available
Post by: victor on April 20, 2018, 05:41:10 AM

Just use SDATA and then add Force()