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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vanero on May 07, 2019, 07:45:59 AM

Title: Displaying action codes for different groups
Post by: vanero on May 07, 2019, 07:45:59 AM

Hi guys!
I use different action codes for each group of agents (agent work in wde), for this I use "agent-status.not-ready-reasons" option on a group of agents. But when one agent enters several groups, the action codes are displayed for only one of them. Is it possible to somehow regulate this, for example, to specify the priority?

Title: Re: Displaying action codes for different groups
Post by: vmc on May 07, 2019, 08:28:59 AM

If I recall, those type of agent group option settings will take into account the dbid of the agent group and the one with the lower dbid # takes priority.  Might need to set them against a specific WDE application.  Or use VAGs and the script option to try to control it based on various skill combinations or something.

Title: Re: Displaying action codes for different groups
Post by: vanero on May 07, 2019, 10:34:46 AM

[quote author=vmc link=topic=11330.msg51638#msg51638 date=1557217739]
If I recall, those type of agent group option settings will take into account the dbid of the agent group and the one with the lower dbid # takes priority.  Might need to set them against a specific WDE application.  Or use VAGs and the script option to try to control it based on various skill combinations or something.
[/quote]
Thanks, it seems that it is.
I will think )

Title: Re: Displaying action codes for different groups
Post by: n3vek7 on May 08, 2019, 04:34:10 PM

Look at wde/iws logs to see which group is coming 1st.
I believe is it alphabetic order. We used to have groups with 1-, 2-, etc. as a prefix to make sure which options were coming 1st.

Title: Re: Displaying action codes for different groups
Post by: vmc on May 09, 2019, 08:43:06 AM

Think you may be right in that being alphabetical.

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Title: Re: Displaying action codes for different groups
Post by: vanero on May 15, 2019, 07:07:04 AM

Finaly i decide to use access groups to assignment action codes)