Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: manas Mohanty on January 18, 2009, 07:07:46 AM
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We are thinking of doing a experimental implementation of virtual hold . we already have implemented scheduled call back and click to call for a few call types and planning the same for virtual hold. we are looking at various options that would make virtual hold app simulate the current condition of a virtual queue . Ways to keep track of all calls currently in queue plus keep track of calls that opted for virtual hold option and then keep moving their virtual place holder in the current queue so that they are always answered before any calls that landed in queue later and did not opt for virtual hold. I am looking for any help and suggestion from people who have done this before . please respond back with ideas .
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We figured out few ideas and have just had a very basic application that implements virtual queuing . We would keep adding things and scenarios to it as we go which are very specific to our environment . Its built on platform SDK and uses OCS for out dialing. One question that came up is how all our statistics would work when we have such a thing implemented in prod. Lets say ,we had 10 calls waiting in the queue and 5 opted for virtual queuing and got terminated. What would be the value of Numberofcallswaiting in CCPulse ? We would still like to see it as 10 somehow (5 queued +5 virtually queued ) as 5 that got dropped are also there in the queue virtually . This would impact every other stat server metric. On the similar lines another issue is that we play out EWT to customer after fetching it from stat server . But in the scenario where a lot of customers opted for virtual queueing ,customer may hear a low EWT but he may have to wait longer.THis could be a very bad customer experience. Any bright ideas on how to handle these things ???
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Hi,
about EWT - my recommendation is to use VirtualHold for handling EWT info - either during callback offer (Normal Mode) or only for EWT info without callback offer (QSpeak mode).
Ad CCPulse statistics - I'm afraid that from Genesys stat server point of view there is no possibility to include number of virtual queue calls into real time statistic. Every case I recommended to consult it directly with VHT