Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: zubr83 on November 05, 2008, 07:55:04 AM
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Hi All
We have Genesys 7.2 and 10 licenses for email handling.
I wrote business strategy for routing inbound emails to one test agent.
EmailServerJava recieve mails from corporate mailbox and send them to inbound queue.
From inbound queue emails don`t move to agent, and remain in queue.
In IRD/Monitoring I see loaded strategy and increasing number of Entered/Abandoned interactions.
Maybe I missed something, that can be very important?
Please help with my trouble
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Forgot to say, we have only components for GenesysExpress. We haven`t any Multimedia solution or any installation of Genesys Multimedia CD.
Can this be serious problem for us in handling emails?
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Check this:
http://www.sggu.com/smf/index.php/topic,2255.90.html
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yes, this was the first I did
but can`t find solution for my trouble
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Hi,
It seems to me something goes wrong in the strategy and interaction is abandoned. Could you post here URS log covering routing of an email interaction?
BTW Genesys Express = standard Genesys components (Routing, Reporting, Multimedia atd.) + automatic installation wizard + some technical and business restrictions. Reason? Marketing :)
R.
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here is part of URS log
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Hi,
There is no routing time specified in "Route Interaction" object in the strategy so the call is abandoned as there is no available agent. Increase routing timeout to some meaningful value (e.g. at least couple of hours) and try it again. Of course, you agent has to be ready on EMail channel/media to receive an interaction.
R.
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As René thought me...
1. Check that in CCPulse the email place is created; if you want to handle only email you can create an empty place like "email1" and use this place to login the agent.
2. Check that agent has Capacity Rule for email
3. Check that URS doesn't use use_agent_capacity, must be on false
4. Check that the agent belongs to the target group of your destination
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[quote]3. Check that URS doesn't use use_agent_capacity, must be on false[/quote]
The option "use_agent_capacity" has to be TRUE otherwise interaction won't be routed to an agent!!! Genesys Multimedia requires agent capacity to work properly.
R.
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??? mine is false and works like a charm ???
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There are two places where use capacity rules can be enabled - in the option of URS or StatServer. Maybe it's your case - option is set in StatServer.
Theoretically, it could be possible to route email interactions even without Agent Capacity model but a lot of features (blending, multiple interactions at the same time etc.) won't be available.
R.
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Well on StatServer I don't have the option defined, maybe default value is true?
Now under the tests I have done the agent can receive both email and voice calls at same time, maybe because of their capacity rule?
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Set routing time to 7200 sec
I am not at work, and hav`nt remote access to servers
but in alomost one hour in IRD/monitoring I see some 'entered' and 'in progress' interactions. But seens to me them will be failed and emails remain in inbound queue
In Pulse in 'Monitor Extended Status' I see 'Voice DN' for agent and agent in ready status... same for email. See agent Ready for voice and media email
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Cav,
It is probably because you don't use capacity feature at all. You have emails dns defined and assigned to places as you stated and this probably allows you to target agent places with voice as well as with emails interaction directly. For capacity you do not need to have email dns at all, but you need capacity rules where you would define what media type and how many interactions in the same time agent can handle. You are assigning rules directly to agent's profile. So no need for email dns or any other media type dns at all.
Cheers,
e.
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Hi Zubr,
Is the stat server u are using in select target block in connection list of URS? Does this same StatServer have connection to Interaction server?
e.
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[quote author=ecki link=topic=3503.msg14877#msg14877 date=1225919171]
Cav,
It is probably because you don't use capacity feature at all. You have emails dns defined and assigned to places as you stated and this probably allows you to target agent places with voice as well as with emails interaction directly. For capacity you do not need to have email dns at all, but you need capacity rules where you would define what media type and how many interactions in the same time agent can handle. You are assigning rules directly to agent's profile. So no need for email dns or any other media type dns at all.
Cheers,
e.
[/quote]
Nop, no email DNs neither hehe. Not sure why but it works fine.
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Really? interesting :) and what about rules? Do you have any capacity rules defined?
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Yes, that is true, two capacity rules, one for only voice and one for voice and email :)
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I am always saying that you are genius. :o ;)
BTW use_agent_capacity is URS option only, at least I could not find any trace that this is applicable for SS as well. The default value is false, but apparently if you load predefined URS template, this option is set to true.
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[quote author=ecki link=topic=3503.msg14885#msg14885 date=1225929181]
I am always saying that you are genius. :o ;)
[/quote]
lol if you have a doubt look at my karma lol
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I created capacity rule in CME/Resources/Scripts and apply it to agent
But emails still not routing to agents
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What about the use_agent_capacity URS option? Did you set it to yes and did you restart the URS?
Also have you checked whether the SS you are using is in connection tab of URS?
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Yes, SS has conection to URS
use_agent_capacity was in true, but I try it in false also. And of course I always restart URS to apply changes
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Could you post here URS log again?
R.
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here is URS logs
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[code]09:15:23.265_I_I_0d9701a0b5a9b5e8 [07:07] HERE IS TARGETS
TARGETS: 11008.A
09:15:23.265_M_I_0d9701a0b5a9b5e8 [13:01] current virtual queue: 01b8d4c0 id=1, nVQ=1-1b08e40, priority=0, time=1225893062.0
_C_W_0d9701a0b5a9b5e8 [0D:02] [b]there is no any value for option default_stat_server[/b]
[/code]
URS complains about missing StatServer (see above). Please check that you have specified existing StatServer application on "Route Interaction" object and that URS has connection to that application.
R.
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[quote author=zubr83 link=topic=3503.msg14895#msg14895 date=1225959651]
Yes, SS has conection to URS
use_agent_capacity was in true, but I try it in false also. And of course I always restart URS to apply changes
[/quote]
SS should not have connection to URS it should be the other way around.
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edited strategy and set statserver in 'Route Interaction'
[b]ecki[/b]
[quote]SS should not have connection to URS it should be the other way around.[/quote]
What do you meen??
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I meant that your stat server which you are using in select target block must be in connection tab of URS. So it means that URS is establishing connection to Stat Server. URS is client of Stat server.
It looks like you solved the issue with stat server, however I guess the email still was not delivered. Could you do one more attempt to route the email. This time could you change agent status several times from ready to not ready and back while email is waiting in the queue?
cheers.
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[quote author=ecki link=topic=3503.msg14903#msg14903 date=1225967346]
I meant that your stat server which you are using in select target block must be in connection tab of URS. So it means that URS is establishing connection to Stat Server. URS is client of Stat server.
It looks like you solved the issue with stat server, however I guess the email still was not delivered. Could you do one more attempt to route the email. This time could you change agent status several times from ready to not ready and back while email is waiting in the queue?[/quote]
Done. Changed agent status with no luck. Email still remains in queue
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Aslo I noticed that in Properties of MCR_InteractionServer there is no 'Switch' tab
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That is ok.
Could you please post the UR log from your test?
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I created Email Place and login my test agent 11008. And when email was in queue changed agent status 'Ready'/'Not Ready'
Here is logs
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Ah it happened to me exactly the same and it was the URS option, which is your value?
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Hi,
There is some issue between URS and StatServer because URS doesn't see your agent to be Ready. Please check again following:
- URS has connection to StatServer
- Agent Capacity model is enabled (URS option 'use_agent_capacity' is set to 'true')
- Agent Capacity Rule allowing email channel is assigned to an agent or tenant the agent belongs to
Once you check please made another call and post here URS and StatServer log (debug level).
R.
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Don`t understand about capacity rule for agent
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Try to put it "false". Then add to the agent a Capacity Rule, to create this you must install the Wizard on where CME is installed. Logout and Login the agent again.
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[quote author=cavagnaro link=topic=3503.msg14931#msg14931 date=1225987828]
Try to put it "false". Then add to the agent a Capacity Rule, to create this you must install the Wizard on where CME is installed. Logout and Login the agent again.
[/quote]
Sory, but I don`t understand what Wizard I must use
I just created Capacity Rule in CME under Resources/Scripts (see attach) and apply this rule to agent
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ok that is the script, however it is empty, you need to install Multimedia Wizard to have that option configured. It is not enought to create a script object, it has to be filled in the anex tab by some special options.
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[b]Thanks to ALL fo help!!![/b]
My Capacity Rule was empty and when I installed Capacity Wizard and configured correctly new Capacity Rule Email from inbound queue was delivered successfully to test agent.
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;D Great! Thank to master René! :D