Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: J.Smith on December 15, 2006, 01:43:45 PM

Title: Where URS checks priority?
Post by: J.Smith on December 15, 2006, 01:43:45 PM

Hello!

I've a cuestion. Is the URS the server who checks the calls or mails priorities? and if so, when it does it? just before each call or mail, or in other step?

Thank u very much.

Title: Re: Where URS checks priority?
Post by: Vic S. on December 19, 2006, 03:09:18 PM

J. Smith:

Checking call priority is done inside URS strategy.

There are several methods that use priority. These methods include manually setting priority levels for queues, however, an average user would never venture that deep into the Geneland. In most cases, he would just use Priority[] and Increment[] functions to preset a particular priority value to a call and then URS take it into a count when it routes the call.

By default, call priority is taken into consideration during the queuing (SelectDN) , where URS takes the calls and places them ahead of other calls with lower priorities.

You can also create IF-statements that would process the calls differently based on their priorities.

I hope it helped!
Vic

Title: Re: Where URS checks priority?
Post by: roger rabbit and pals on December 21, 2006, 08:06:41 AM

Vic:

is it a local priority or a global one? If I have a call A with priority on CDN 800 and there is a second call on CDN 900 with a priority greater than that of call A and both of the calls target the same agent, will call B be delivered to the agent before call A?

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Title: Re: Where URS checks priority?
Post by: Kevin S on December 21, 2006, 01:37:24 PM

I believe it's global, but it's global within the URS, not within the environment.

In other words, if you had 2 or more URSs, the priority would not be communicated between them - each would maintain their own priority tracking. So, as long as CDN 800 and CDN 900 are controlled by the same URS, it should be recognized.

Note, though, that I believe there were issues with priority in 6.x URS, which did not get resolved until 7.x. I would have to did into the e-mail archives to confirm this, but I do recall trying to use it (on voice only, though) prior to 7.0 and I did not get the desired results. We have been using it since (our 7.x implementation) with success.