Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Jay on May 21, 2008, 04:10:36 PM

Title: Routing the call
Post by: Jay on May 21, 2008, 04:10:36 PM

Hi Genesys Routing Experts

Our goal is send the call to the appropriate call center based on the caller's information. We collect CustomerID and then give a call to backend systems and find out which line of business he/she belongs to and then attach that data and send to Tserver.

Goal is to route the call based on that information and some times if we do not have attached data then based on DNIS we have to route to a particular agent groups who can then assist.


Here is what I am thinking.

From the IVR side I am queuing the call to a Virtual Route Point. From there it has to load certian stratagies and then transfer to CSR(Agent's desk). I am confused as how to do this in the Config manager and IRD.

If any body could give me a step by step process to accomplish this goal would be great or any ideas.

<QUEUE_CALL USR_PARAMS="GenesysRouteDN:My Virtual Route Point" />

Title: Re: Routing the call
Post by: S on May 21, 2008, 06:41:20 PM

you may want to route the call to a Route point on a premise switch, rather than a VRP...
then load strategies on that route point which has your agent group in target