Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kip1 on December 04, 2008, 11:12:27 AM
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Hi masters,
when routing voice interaction, for example we have initial priority of 10. After for example 5 seconds we increase the priority of interaction with increment of 10. So, if the interaction hit the agent after 6 seconds, the priority should be 20. But in the log i see that the current priority is steel 10 and this value is displayed on agent desktop. What should be set in order to display actual priority.
The force will be with you......always. :)
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Could you please describe the method you are using to apply the routing priority? Perhaps you could extract a part of your log file which shows the problem?
Tony
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Routing priority is set by 2 functions. First is an [b]increment[/b] which is = [b]GetConfigOption['increment',StartFromCDN][/b] which is set to [b]10[/b] in CME. And the second is [b]IncrementPriority[increment, 60][/b]. I do not know how and which function to set in order to pass the exact priority.
The force will be with you......always. Smiley
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I haven't looked at this in context yet, but try updating IncrementPriority[increment, 60] to IncrementPriority['increment', 60]
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[quote]But in the log i see that the current priority is steel 10[/quote]
I'm not sure that URS logs automatic priority increase. You can try to print current priority (function GetPriority) to URS log once the interaction is routed to an agent (post-routing).
[quote]and this value is displayed on agent desktop[/quote]
I assume that value of some AttachedData key is presented to agent... In that case you can try to update that value in post-routing.
R.
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10x Rene, 10x Tony. I didn't think it could be so easy :P(when you know what you are doing it is always simple :)). It worked like Rene suggested.
1. I've created variable called [b]act_priority[/b].
2. After the target I've inserted function - [b]act_priority[/b]=[b]GetPriority[][/b]
3. And finally second function - [b]Update['priority',act_priority][/b]
That is it. Seems to be working fine. I have inherit many strategies, so it is very funny now. Updating, testing, updating, testing...........beer drinking...........Updating, testing, updating, testing...........beer drinking.......uuuuuhhh..where am I....a-a-a beer drinking, beer drinking, beer drinking, beer drinking.......you are invited ;D ;D ;D
The force will be with you......always. Smiley