Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Denis Satram on June 30, 2008, 12:45:51 PM
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Hi everybody on this forum,
Could somebody please help me out with the following issue. ??? ???
Within Genesys 7.5, I need to figure out a way to configure how to play an announcemts to the customer which announces the customer the queue_length at that time.
I am using Vitrual Queues combined witch Virtual Agents Groups. We also use Genesys Streammanager 7.5 icm with Sip Server 7.5 and Asterisk.
I've seached in the Docs and at several forums, but I haven't found the solution yet.
Please help me out.
Kind regards,
Denis Satram
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[quote author=Denis Satram link=topic=3100.msg12593#msg12593 date=1214829951]
Hi everybody on this forum,
Could somebody please help me out with the following issue. ??? ???
Within Genesys 7.5, I need to figure out a way to configure how to play an announcemts to the customer which announces the customer the queue_length at that time.
I am using Vitrual Queues combined witch Virtual Agents Groups. We also use Genesys Streammanager 7.5 icm with Sip Server 7.5 and Asterisk.
I've seached in the Docs and at several forums, but I haven't found the solution yet.
Please help me out.
Kind regards,
Denis Satram
[/quote]
In the IRD is necessary to have statistics, which will determine the current waiting time. Then in the strategy to use the SData.
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In my blog published how-to on this subject.
[url=http://yuriy-hashev.blogspot.com/2008/07/how-to-get-current-average-expected_01.html]http://yuriy-hashev.blogspot.com/2008/07/how-to-get-current-average-expected_01.html[/url]
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Thanks al lot, but how do I integrate this in a working Strategy an above all, how do I get the announcement to the customer.
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[quote author=Denis Satram link=topic=3100.msg12603#msg12603 date=1214908746]
Thanks al lot, but how do I integrate this in a working Strategy an above all, how do I get the announcement to the customer.
[/quote]
You do not know how to play a message to the customer?
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Yes, I know, but how do I accomplish that the customer hears the queue-lenght, our strategy is simply straight forward.
We haven't done this so far :-[
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[quote author=Denis Satram link=topic=3100.msg12605#msg12605 date=1214910653]
Yes, I know, but how do I accomplish that the customer hears the queue-lenght, our strategy is simply straight forward.
We haven't done this so far :-[
[/quote]
Can I see the strategy? Unfortunately I have no experience with SM. But, may be able to be useful.
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Hereb I send a test_startegy! Hope you can help me out with this ???
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Denis,
Stream Manager doesn't support required functionality of playing queue-length during waiting in a queue. It's possible to "simulate" this feature using set of pre-recorded messages and some logic in the routing strategy but it isn't very efficient solution. Especially in case you want to inform a caller about his position in a queue and there is 10+ waiting calls...
You need IVR system like GVP to achieve your request.
R.
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Thank you for this answer. I have to find an other way.
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[quote author=Denis Satram link=topic=3100.msg12609#msg12609 date=1214913213]
Hereb I send a test_startegy! Hope you can help me out with this ???
[/quote]
duplicate in the zcf format.
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[quote author=René link=topic=3100.msg12610#msg12610 date=1214913981]
Denis,
Stream Manager doesn't support required functionality of playing queue-length during waiting in a queue. It's possible to "simulate" this feature using set of pre-recorded messages and some logic in the routing strategy but it isn't very efficient solution. Especially in case you want to inform a caller about his position in a queue and there is 10+ waiting calls...
You need IVR system like GVP to achieve your request.
R.
[/quote]
If there is GVP and function TTS, progovorit really not a problem. How long queues, I get told.
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It is possible to explain al little bit more in depth???
regarding:
[i]Stream Manager doesn't support required functionality of playing queue-length during waiting in a queue. It's possible to "simulate" this feature using set of pre-recorded messages and some logic in the routing strategy but it isn't very efficient solution. Especially in case you want to inform a caller about his position in a queue and there is 10+ waiting calls...[/i]
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[quote author=Denis Satram link=topic=3100.msg12615#msg12615 date=1214917248]
It is possible to explain al little bit more in depth???
regarding:
[/quote]
SM should be put in the necessary number of phrases. For example "One, two, three, four ... more than a dozen, minute, minutes." Then in the strategy to get queue_length to make the necessary checks and with the help of "play announcemts" give away the desired set phrases.
So I realized, but in place of SM I use voice promt.
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Ok thanks I will try it out
:)