Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kishore on March 20, 2009, 08:43:44 PM

Title: Virtual route point
Post by: kishore on March 20, 2009, 08:43:44 PM: hi all,

what is the difference between route point and virtual route point?

does virtual route point to be created on switch as normal DN's (route points) or just on CME?

Thanks
Title: Re: Virtual route point
Post by: cavagnaro on March 20, 2009, 09:00:38 PM: Just in CME, it is for reporting purposes, check Statserver guide.
Title: Re: Virtual route point
Post by: Gui75 on March 21, 2009, 11:08:50 AM: Hi,

Well I am interested to learn that vrp can be created for reporting purposes. Can you explain it in more detail Cavagnaro?
I thought it was just used by GVP behind to interact with URS.

Regards
Title: Re: Virtual route point
Post by: victor on March 21, 2009, 12:43:18 PM: I use VRP quite often, actually, because it allows me to process the calls in a manner that I like the most, without the need to mirror everything by PBX.

VRPs do to RP what VQ did to Queue. Only multiply it ten fold and then add a subway sandwich on top of it.

Up until now, for every RP you would usually have a VDN or CDN (if you deal with bankrupt Nortel :) ) and it really was very very very stiffling, because if your strategy on RP fails, PBX will have to deal with it.

So, my first focus was on using VRPs as virtualized worlds inside a single RP - I can run a strategy and if something goes wrong, I have a chance to catch it within RP before PBX takes over. Thus, we slowly went from 1 VDN for one RP to 1 VDN to MANY VRPs.

So, what, you may say, big deal! And this is where the reporting comes in.

The main gripe I have about VDN and RP 1-to-1 ratio is that it drastically reduces my ability to gather any valuable information from Genesys Routing Point. For example, I cannot easily generate report on a particular skill segmentation within a particular skill without relying on virtual queues. And the problem with virtual queues is that...well, as the name implies- they are queues, meaning that even if I can create a report I will still need to come up with some ingenious way to do SOMETHING with the call once it passes the queue. And this means writing a block of code. And block of code is nothing but a strategy, if you really think about. Instead of throwing blocks of code everywhere, I just direct the call to a particular VRP with a predefined functionality. So, I can throw call left and right, up and down while it is still parked on the same VDN in PBX. It is faster, I do not have to worry about adding a one second ringback, I do not have to worry about how to interpret CMS statistics, and most importantly, if I wanted to change callflow logic, all I have to do is just load a different strategy on a VRP, and my whole system changes.

A lot of people can do just fine without VRP, and it is really all about preference, but VRP are the easiest way to track call progress inside a strategy in a way that can be shown in CCP and CCA. And for that, it is really really really good...

Vic
Title: Re: Virtual route point
Post by: cavagnaro on March 21, 2009, 03:38:52 PM: Well Vic explained it very cool. You usually use VRP on IVRs but it is not their only use as you can see. On IVR world is because there is no real DN only.
Title: Re: Virtual route point
Post by: mark on March 23, 2009, 02:49:17 PM: Vic, thats a very interesting read, could you give me some more information on what you are doing (some examples would be great), it could be very handy in the near future for me!

Mark :]
Title: Re: Virtual route point
Post by: CTIgem on March 26, 2009, 05:31:49 PM: Which function do you use to route to VRP?
Title: Re: Virtual route point
Post by: Gui75 on March 29, 2009, 02:06:07 AM: Thanks Victor,
Very interesting indeed

But as CTIGem I have some questions as how to implement it.
1. Do you still need to create a RP associated to VDN and linked to a "start" strategy?
2. Do you "route" then from this RP to VRPs ?
3. What function do you use for it?
4. When the call is routed to an agent, will there be an EventRouteUsed related to RP associated to VDN (as a consequence of the call leaving the VDN) as well as an EventRouteUsed related to the last VRP
5. Will Actions like CallAnswered or CallAbandonedFromRinging be available for both RP e last VRP?

Is such an implementation using VRP described in any Genesys documentation?
Are you sure that it is supported by Genesys?
Title: Re: Virtual route point
Post by: Gui75 on April 24, 2009, 06:58:15 PM: Hi all,

I tried to route from voice interaction from RP to VRP.
Did not work : I get an unexpected EventRinging on VRP and then nothing happens.

I would be interested to know the secret about how to use VRP for voice interactions.

Regards,
Title: Re: Virtual route point
Post by: SisB on April 24, 2009, 09:11:20 PM: Vic,

Can you please give a bit more insight into how do you distribute calls b/w VRPs and finally issue request route?

Thanks in advance.
Title: Re: Virtual route point
Post by: victor on May 28, 2009, 06:14:52 AM: Oh boy,

I am surprised that so many people are following up on this.
I am going to try to answer this inline...

[quote author=Gui75 link=topic=3998.msg17748#msg17748 date=1238292367]
Thanks Victor,
Very interesting indeed

But as CTIGem I have some questions as how to implement it.
1. Do you still need to create a RP associated to VDN and linked to a "start" strategy?
Vic>yes
2. Do you "route" then from this RP to VRPs ?
Vic>yes
3. What function do you use for it?
Vic> route
4. When the call is routed to an agent, will there be an EventRouteUsed related to RP associated to VDN (as a consequence of the call leaving the VDN) as well as an EventRouteUsed related to the last VRP
Vic> you would only have VRP here, since call is no longer on RP as soon as it went to VRP
5. Will Actions like CallAnswered or CallAbandonedFromRinging be available for both RP e last VRP?
Vic> no, only from one of them.

Is such an implementation using VRP described in any Genesys documentation?
Are you sure that it is supported by Genesys?
[/quote]

I had to do a lot of modifications to get it to work, but then again, I always get carried away and do things that some may not need. The best answer to all of your question would be just to setup a single VRP, create a simple strategy and see what you can do with it. As far I as see it, there is no major distinction between the two. T-Server generates all the necessary events that you otherwise would get form PBX when you are using VRP, but unless you are actually tracking link messages, you would not see a distinction between VRP and RP just by looking at the Genesys logs (other than link messages).

Of course, there are some differences, but there are quite a few of them and they are very specific to the way you are using VRP. But I do urge you to actually try it and you will love it as much as I do.
Title: Re: Virtual route point
Post by: kishore on June 01, 2009, 06:01:24 PM: Did any one (learners) implemented this sucessfully? I tried to route the call from RP to VRP, but in vain. just event ringing occurs.

Victor, I am using the function RouteCall is that what I have to? please advice
Title: Re: Virtual route point
Post by: juneinin on June 03, 2009, 02:06:19 AM: Yes using the VRP allows you to process the calls in a manner that without the need to mirror everything by PBX...

_________________
[url=http://www.inin.com]Call Center Software[/url]
Title: Re: Virtual route point
Post by: Gui75 on June 10, 2009, 02:09:09 PM: I also had the EventRinging, I think we will never manage to get to the end of this post to have something working
Title: Re: Virtual route point
Post by: victor on June 11, 2009, 12:05:56 AM: Ok, now I am very confused. No one was able to load a strategy on to a VRP and run it? What does URS log say?