Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gen_den on June 15, 2018, 04:47:07 PM

Title: Agent Availability in GMS call back
Post by: gen_den on June 15, 2018, 04:47:07 PM

Hi Experts,

I have a GMS callback solution. Client have requirement where they only want to dial customer when agent is available. Out of box solution of GMS callback doesn't have this functionality. At max I can have a solution where 1st i can send the  Call to Agent and once he accepts in WDE then dial out the customer but that is something doesn't fulfill the requirement .

can you please suggest how can I customize the WaitForTarget strategy ( Genesys Provided Strategy for Callback) ? or any other way to achieve it?

Additionally in the same callback solution I have a check in WaitForTargget Strategy where under certain conditions i have to TRoute the call to Avaya Switch and send the customer number to Avaya. How can i send the customer number to 3rd party server? Please suggest

Title: Re: Agent Availability in GMS call back
Post by: terry on June 16, 2018, 05:29:58 PM

Are you sure requirement is formulated correctly?
The solution dial customer only when some agent becomes ready, just iot necessary for that customer. Also it doesn't lock agent after the dialed customer. Agent is free to get any other call if any exist  (and usually he get it).  So is requirement really about locking agent after dialed customer and not allowing to send to this agent any other call while customer is attempted to be contacted?

Title: Re: Agent Availability in GMS call back
Post by: eugene on June 17, 2018, 03:56:30 AM

Hey AK, perhaps you can consider running GMS callback with agent in preview mode.  You would need WDE, but that would satisfy customer getting called back by the ready agent.

Title: Re: Agent Availability in GMS call back
Post by: gen_den on July 05, 2018, 04:11:01 PM

Sorry guys for the late reply.

Yes requirement is clear that they want to block agent before calling the customer.
Is it possible with the customization?

Title: Re: Agent Availability in GMS call back
Post by: cavagnaro on July 05, 2018, 11:23:50 PM

Issue is that the dial is done for any agent in ready, not a specific one, for that to happen you would have to do a single agent group as target and then GMS will have to call a function like SetTag and then in your routing strategy again a SetTag to remove it (-1) and allow the transfer

Title: Re: Agent Availability in GMS call back
Post by: terry on July 06, 2018, 03:21:16 AM

Sorry, how exactly such agent locking will be different from case when call is sent to Agent first and after that agent dial customer.
Such sending call to agent will also automatically "lock" him.
And agent either in one case will do nothing (just waiting while solution dial and connect with customer) or in other case spent this time by dialing customer himself.