Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: ale_g on May 29, 2009, 07:03:13 PM

Title: Creating a routing strategy to work as a simple hunt group pool in URS 6.5
Post by: ale_g on May 29, 2009, 07:03:13 PM

:)Hi
I would like to setup a distribution group using a basic "hunting group algorithm). Meaning the first call to agent1, second to the agent2,3 to the agent3 and the fourth to the agent1 back (considering 4 agents)

I was thinking on creating a custom Value on the stat server that will use the following mask.

Is there anyway to do it in Genesys URS 6.5?

B. Regards
Ale_G

Title: Re: Creating a routing strategy to work as a simple hunt group pool in URS 6.5
Post by: peters on June 01, 2009, 07:06:59 AM

Hi Ale,

try to read this post:

http://www.sggu.com/smf/index.php/topic,3666.msg15633.html#msg15633

In the end it was too complicated to implement, so i didn't do it. But if you find an easy way, please let us know :-)

Peter

Title: Re: Creating a routing strategy to work as a simple hunt group pool in URS 6.5
Post by: ale_g on June 01, 2009, 01:24:45 PM

Hi I was thinking on creating a custom variable like the following.

Name:"CurrentAgentNotOnCallTime"
Category:"CurrentTime"
Objects:Agent,Place
ActiveMask:!=CallInbound
Subject:AgentStatus

This variable will count the amount of time since the agent ended up his client call (call inbound) and will not be affected by internal calls, availability status change, etc). So the agent that will rank highest on that value will receive the next call. It will not be exactly a round robin hunt group but it will work very similar.

Any thoughts?

B. Regards
Alejandro