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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: catanirex on August 05, 2008, 02:38:37 PM

Title: Check if agents with required skill is logged in on voice channel?
Post by: catanirex on August 05, 2008, 02:38:37 PM

Hi,

I have a problem. We are using both Voice an Email, version 7.5.

How can we check if agents with required skill (for example skill1=10) is logged in on voice channel?

We need to perform these checks in the telephony strategy in order to be able to directly escalate to another target if no agent is logged in.

In a voice only enviroment we have successfully been using:
CountSkillInGroup['StatServerRouting',UData['AgentGroup'],Cat[Cat[UData['skill1'],' = 10'],' & $(StatAgentsTotal) ']] != 0

But if agents with skill1=10 is logged in on email only, we get a problem with telephony routing. CountSkillInGroup with StatAgentsTotal reports the agent as logged in, but since we cannot see/check channel, the agent is considered as an available agent for voice! Which means that the call will be waiting for a non available agent.

Any ideas how to do this check in the strategy?

Title: Re: Check if agents with required skill is logged in on voice channel?
Post by: cavagnaro on August 05, 2008, 03:24:50 PM

Doesn't the GetMediaType or maybe UseMediaChannel?