Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Alberto on January 23, 2009, 01:19:54 PM
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Hello,
The agents used GAD for outbound campaigns.
I need an agent to work in the morning in a campaign 'X' and late in the campaign 'X' and 'Y'.
How can I do this automatically? With a script?
Thanks
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In OCM use the Campaign Sequence.
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I am missing something.
I have two groups of agents.
The first group works in the morning except Thursday that also works in the afternoon.
The second group works in the morning and afternoon all days of the week.
There are two campaigns one for each group(through the skills).
I want the second group to work with his campaign in the morning and two in the afternoon (except Thursday)
Currently, for the second group, I have two agents by a user with a skill and another two skills. In the morning are logged with an agent and another in the afternoon. Fudge.
The campaign sequence is not enough.
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Of course it will be not enought, your business logic is not easy. You need to someone move the sticks of the system to make it work as you want. In OCS is it not a magical solution, you always need a kind of orchesta director to manipulate it.
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Maybe it is better to prepare third campaign for the second group which would have calling lists from first and second campaigns and use campaign scheduling.
If you don't want to use OCM scheduling you can right your own scheduler using communication dn protocol.
Alternative way is to use agent assignment functionality (OCS 7.6) - but in this way it is not so sharp with dividing agent groups.
Regards
jbobinsk
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I was thinking about creating a third campaign, too. But the problem it's thursday afternoon. With third campaign do not fix. And with a Script at level calling list? I do not know how the scripts work at this level.
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I don't know what script - do you have agent scripting ?
And what version of OCS do you have installed?
jbobinsk
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I have OCS 7.2
i read this in configuration manager help
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Virtual Agent Groups
A Virtual Agent Group (VAG) is similar to an Agent Group except that a Virtual Agent Group has no permanent members.
Instead, an Agent becomes a member of a VAG if that Agent meets the criteria specified in the VAG's Script tab. Agent membership in a VAG can change dynamically based on changes in the VAG criteria or changes in the object properties of the Agent.
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The expression must be in Virtual Group Script Language (VGSL) and must define at least one skill (with optionally, a skill level) in the format:
Skill(“SkillName”)>SkillLevel
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someone knows the language VGSL? A Reference of it?
Could be the solution to my problem?
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Check the statserver guide.