Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Manas on February 09, 2009, 07:09:53 AM

Title: Preventing cross site transfers
Post by: Manas on February 09, 2009, 07:09:53 AM

We have  incoming VDNs of different call types located on different switches and the agents are spread across one/more switches for each calltype. We have a scenario where we want to make the call route to only agents located on same switch when a particular flag is on. what are the ways we can acheive this?

Title: Re: Preventing cross site transfers
Post by: Gulden_NL on February 09, 2009, 07:39:45 AM

Hmmm, sounds similar to what we are doing.  But can you provide more information?
What type of "flag", it matters to Genesys.....

And what does your carrier routing look like?  You have left out all carrier logic.

So customer A calls through a toll free TDM network from carrier A..... then how does the call know where to go from switch A or B?

Which "switch" or ACD are you using?

More information gives us more reason to help you.

Title: Re: Preventing cross site transfers
Post by: Manas on February 09, 2009, 08:31:26 AM

Hi ,

The flag would be in a list object defined in CME that would be accessed by strategy .

We have Avaya switches in each site . We have a few TFNs ,each land on a specifc site and while going thru  IVR app ,we identify the particular call type .  The agent for any  calltype are usually spread across all the  switches.In our strategy we dynamically build a skill expression from list object data and route to a agent (Use selectDN)  based on that skill expression and agent can belong to any of our sites .


To handle particular outage scenarios ,we would like some logic that would make sure that if this  flag is on  call gets routed to only within the site where it had originally landed.

Title: Re: Preventing cross site transfers
Post by: jbobinsk on February 10, 2009, 03:20:57 PM

There are at least 3 ways of doing it.
- Assign skill defining the site to every agent
- Use separate StatServers for both sites
- Create agentgroups per site which consist of agent from that location and when you routing use function extracting agent with skill but from agent group relating to the right site.

regards
jbobinsk

Title: Re: Preventing cross site transfers
Post by: cmcshane on February 11, 2009, 02:02:05 PM

We had a similar requirement and used a local stat server rather than a multi-site one when the flag was activated. This ensures only agents on the local site were targeted.

Hope this helps

Colin

Title: Re: Preventing cross site transfers
Post by: Manas on February 12, 2009, 08:37:56 AM

Thanks for all the suggestions  . I decided to go for the first one where we add switch specific skills dynamically if the flag is set. Tested out andworks fine. All our stat server connect to all the T-servers  ,so wont work .