Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: guest on May 28, 2009, 11:23:33 AM

Title: Routing Queue
Post by: guest on May 28, 2009, 11:23:33 AM

I am new to genesys  and in my envronment we have a IVR solution (GVP )  hosted by a 3rd party , a virtual switch associated with a IVR Tserver . The virtual switch has routing queues configured each one loaded with a strategy that basically determines which one of the switch call should land . What exactly is a routing queue and as it is configured in virtual switch ,is it just a virtual entity ? When a call has to transfer ,GVP/GQA or IVR  Tserver who picks up a routing queue and on what basis ?

Title: Re: Routing Queue
Post by: gustav on June 01, 2009, 03:41:19 PM

Use a virtual route point off the IVR Tserver with a URS strategy loaded.  Then place the call into a Virtual Queue from the virtual route point.  If  ISCC (external rouitng) is configured your angents can answer right off the virtual route point.