Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on December 12, 2008, 11:51:56 PM

Title: Count agents logged in in a Queue
Post by: cavagnaro on December 12, 2008, 11:51:56 PM

Hi guys,
With which function do I can get the number of logged in agents or ready agents in a Queue?
Is this possible? No VAG...just a simple group.

Title: Re: Count agents logged in in a Queue
Post by: barleycorn on December 13, 2008, 12:21:49 AM

within a routing strategy, or from an SDK?

Title: Re: Count agents logged in in a Queue
Post by: jbobinsk on December 15, 2008, 10:43:26 AM

You can do this through registering Queue (ACD Queue) in TServer and send request QueryAddress with value 11 (AddressInfoQueueLoginAudit). This gives you response addressInfo where in Extensions section you will see tree of key/value in such order
- DN1
-- AgentLogin1
- DN2
-- AgentLogin2
- DN3
-- AgentLogin3

Of course this request tells you who is logged in in the queue.
Regards
jbobinsk

Title: Re: Count agents logged in in a Queue
Post by: cavagnaro on December 15, 2008, 03:41:21 PM

Hum nice for SDK! But how about strategy? I would like to overrule hours if an agent is still logged in. Tried with Stats but seems not to work.

Title: Re: Count agents logged in in a Queue
Post by: jbobinsk on December 15, 2008, 03:55:29 PM

I had problem with statistics when I was using skills, but I go around it by expanding group and checking all individual agents about their status.
Another way is to prepare custom server for such functionality (with tlib connection).

Regards
jbobinsk

Title: Re: Count agents logged in in a Queue
Post by: cavagnaro on December 15, 2008, 04:01:45 PM

Yup that sounds nice when I will do info with SDK, however I need to do this on a IRD strategy.

Title: Re: Count agents logged in in a Queue
Post by: jbobinsk on December 15, 2008, 04:04:31 PM

Could you clarify what is your goal?

jbobinsk

Title: Re: Count agents logged in in a Queue
Post by: cavagnaro on December 15, 2008, 04:08:44 PM

In a normal strategy i have working hours, from 7am to 6pm route calls to agents, otherwise route to a voice guide to indicate working hours. NOw customer would like that if an agent is still logged in to overrule the hours validation and send the call to the agent even if it is 8pm...

Title: Re: Count agents logged in in a Queue
Post by: jbobinsk on December 15, 2008, 04:17:01 PM

OK, now I understood.
So I'd prepare strategy using expand group function which list all agents declared in the group, then check in statserver status of individual agents (one after another) using statistic StatAgentsTotal - and if I retrieve result 1 on any query I'd break the loop and go to Target Selection, if not I'd go to time check blocks.
I did similar configuration and it works fine.

Regards
jbobinsk

Title: Re: Count agents logged in in a Queue
Post by: cavagnaro on December 15, 2008, 07:40:37 PM

Using Sdata with StatAgentsAvailable did the work.
Thanks :D

Title: Re: Count agents logged in in a Queue
Post by: kanjan on May 01, 2009, 12:08:28 PM

Hi

Need to know -how to store the business hours  & After hours in CME through the list object under transactions
In a Routing strategy ,fetch the list value stored in CME to route the  calls to agents during business hours , otherwise play treatment to indicate working hours. Please suggest

Title: Re: Count agents logged in in a Queue
Post by: cavagnaro on May 01, 2009, 05:49:45 PM

Open a new thread, your question has nothing to do with original.

Title: Re: Count agents logged in in a Queue
Post by: kubikle on May 01, 2009, 07:57:53 PM

Sorry, won't StatAgentsAvailable return 0 if ALL agents are on calls (all busy)? Probably StatAgentsTotal is better in this respect.

Title: Re: Count agents logged in in a Queue
Post by: KBS on May 08, 2009, 12:35:55 PM

What about just creating a statistic in IRD to count the number of agents logged in? I think in IRD it would be built as "Not Logged Out".
We're using this statistic to determine if a call targeting an agent group should wait for the agent group (agents logged in) or not (agents logged out)