Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on May 26, 2021, 07:38:00 AM

Title: Forcing a callback to redo the routing
Post by: vma on May 26, 2021, 07:38:00 AM

Hey,
I have a callback solution on premise using GMS. Is there a way to force a callback that is waiting in the queue to redo the routing without canceling or rescheduling it? I'm thinking via the URS http port but I don't know which request to send to force it to redo the WaitForTarget strategy.

I actually want to change the timeout in the queue. it's now set to 7 days and I want to set it to 7 hours. The calls are in QUEUED state so I cannot reschedule them.

Thanks!

Title: Re: Forcing a callback to redo the routing
Post by: terry on May 29, 2021, 08:41:45 AM

You can probablysend request to replay WaitFotTarget strategy (web request exec or start) - run URS and enter web request urs/help for details.
But that probably will not be enough - it will not nullify first run of this strategy - it additionally just  put call into "second" queue.

If overwriting is required - theoretically it can be done but require creating of custom strategy different from WaitForTarget with corresponding clearing code and executing it.