Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: runarM on January 16, 2007, 08:32:26 AM
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Hi all. Finally an active Genesys-forum! How could I have missed this?!
Anyways; tried to post this at the betterinteractions-forum, but havent received any answers yet, so Ill try here;
We have a wish from our agents that Im having a bit of trouble designing a good, clean solution for:
Some emails that the agents recieves, should be postponed until a certain date. The agents would like to mark it for threatment on a certain date, then put the email back into queue. When the timing-criteria is furfilled, the email should again be routed (to same agent or agent group).
As a simple soultion, I think that this could be solved by letting the agent choose the duedate, then transfering the mail to a queue handling these types of emails.
As I see this, there is 2 main issues:
1) Attaching the duedate to the email-interaction. If this is done through attaced data, this will not survive a restart of the URS? Since the duedate could be in e.g 30 days, this seems a bit risky.
2) How to threat the email on the URS while it awaits the duedate? Using a delay-function to only poll at a certain interval (how long could one delay an interaction?) would probably keep the URS from having to do too much processing in the wait-period, but it doesnt seem like a very nice solution.
Does anyone have a solution like this implementet? In that case, could you give me some pointers on how to acchieve this?
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Hi,
1/ Attached data of email interactions are stored in the database so restart of URS doesn't affect these = you can use AttachedData for due-date storage
2/ This could be a bit tricky... Let's start with easy question ;) Do you have ICS 6.5 or MCR/Multimedia 7.x?
R.
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Hi again!
We currently have ICS 6.5 (hopefully we will upgrade this year, but for now we need this as a short-term solution if possible)
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runarM
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runarM,
It's not good message you're still on ICS 6.5 because it will be very problematic to achieve your request. I can see two ways but both are problematic >:(
1st / Create a special VRP where the "scheduled" email will be waiting temporarily. The strategy loaded on this VRP should count the timeout based on due-date and route the email to an empty agent group. After the timeout expires the email should be routed back to the agent.
PLUS
- Simple solution using only strategies
MINUS
- Generates extra load for URS because the "scheduled" interaction are still in routing process
- There is a limit saying how many interaction (per VRP) could be routed by URS at a time.
- There is an limit saying how long an interaction could be routed by URS = more work needed if due-date is in days
2nd / Create a special version of agent's application which receives an email and saves it to the draft. Then the application should check periodically messages in the draft and transfer a message to selected VRP if due-date is over.
PLUS
- Possibilities to customize the behaviour of "scheduling"
- Interactions are not being routed during wait-time = no extra load for URS
MINUS
- Time to develop and test the application
R.
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Hi Renč, thanks for the replies.
As I feared, this could get quite complicated.
The option to develope this as an agent application - side seems to be a nice, clean solution, but its an old application that we rather not would develop any further, and as you said its quite time-consuming to develop more of a standalone version of this. I guess this is kind of how its done in version 7.x, with a standard product? We're also investigating different 3rd party vendors for agent-applications, which I exepect would handle these scenarios.
You also verifies all my concerns using a VRP-based solution - this is a solution Im not very found of. I can also see a problem araising when e.g the supervisors or agents would like to get hold of an email that already is sent to the VRP, e.g when a customer would like to know the progress of a probler etc.
Again, thanks for the replies :)
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runarM
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Hi runarM,
You're welcome.
Email handling in Multimedia 7.2 is much better and I would say it won't be complicated to realize your request. I've done migration from ICS 6.5 to Multimedia 7.2 already and it was quite easy. The system gives you more leeway in handling of the interactions so you don't need workarounds and hacks as in ICS 6.5.
René