Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Matty on January 01, 1970, 12:00:00 AM

Title: Prioritising calls over emails
Post by: Matty on January 01, 1970, 12:00:00 AM

Hi all,

Does anyone know how to prioritise telephone calls over emails when routing to the same agent. For example, if emails are queueing and a telephone call arrives, how within IR can you say the telephone call should jump all queues?

I use the following in IR for emails currently:

IF UData['MediaType'] = 'EMail' then UseDNType(CFGEmail) then set low priority etc....

Is there a corresponding 'MediaType' for phone? and would the same strategy have to be loaded on the voice routing point and email VRP for the priority to work.

Thanks,
Matty.

Title: Prioritising calls over emails
Post by: mboertien on January 01, 1970, 12:00:00 AM

From the description you give it seems that you are using two different routing points, one for email and one for phone calls.
As far is i know it doesn't matter much for Genesys on which routing point the priority is set (correct me if i'm wrong). It looks at the target and the transaction that has to go to the target. So you could probably put a priority on the phone routing point for each call and you then don't have to check a mediatype.

Title: Prioritising calls over emails
Post by: Stefan C on January 01, 1970, 12:00:00 AM

Hi,

For Genesys it does not matter on what routepoint the call comes from. The priority of the call is set regardless it origin. The routepoint for email will always be different from the one for voice. A routepoint has to be defined in the switch. A routepoint for email is what we call a virtual routepoint,hence, you will always have more then one routepoint.

Regards

Stefan

Title: Prioritising calls over emails
Post by: Rick on January 01, 1970, 12:00:00 AM

I'm not sure if this applies to your question, but you might find it useful. We use the CheckAgentState=false function in both our voice and email strategies. This makes router only consider the Ready status of the DN, not the entire Agent. Then, from our softphone application, whenever an an Agent is BusyOnCall (any call, voice or email), we request MServer to make the email DN Not Ready and disable the softphone email Ready button until the call is released. The Agent cannot be routed another email until the prior call is completed and they make themselves Ready for email again. If an Agent is BusyOnCall on an email, however, they can still remain Ready on their voice DN and receive a phone call. In this way, voice calls always receive precedence over emails.