Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: anisdz on June 10, 2009, 08:34:18 AM

Title: routing strategy Genesys Inbound
Post by: anisdz on June 10, 2009, 08:34:18 AM

Hello
I need to know the function that tells me if the call is answered or not
thank's

genesys 7.2
interaction routing designer 7.2.001.07

Title: Re: routing strategy Genesys Inbound
Post by: cavagnaro on June 10, 2009, 02:06:24 PM

Can you explain better? What do you mean if answered or not? In the Routing Point? At the agent side?

Title: Re: routing strategy Genesys Inbound
Post by: anisdz on June 10, 2009, 02:55:38 PM

sorry for my anglish ...
if the call is answered by an agent

Title: Re: routing strategy Genesys Inbound
Post by: cavagnaro on June 10, 2009, 03:04:47 PM

If the call was distributed to the agent the strategy has no longer control of it, so URS can't do much with it. However I remember that there was a discussion on this issue some time ago, you may like to search in the forum for more info.

Title: Re: routing strategy Genesys Inbound
Post by: rvdev02 on June 11, 2009, 02:00:41 AM

You could use OnRouteError function from the Red path on the target block to build alternative route if the call does not get Routed.

In router log after RouteResponse you should see events which depicts call being routed to the targeted agent. If there is an error, your error segment will kick in.

;)

rvdev

Title: Re: routing strategy Genesys Inbound
Post by: bogdan on June 11, 2009, 02:31:01 PM

After the call is answered you should have the following keys attached to the call:
                'RTargetTypeSelected'  '2'
                'RTargetRuleSelected'  ''
                'RTargetObjectSelected' 'vag_XXX'
                'RTargetObjSelDBID'    '682'
                'RTargetAgentSelected'  '6592'
                'RTargetPlaceSelected'  'Place_5553_XXX'
You can get this keys with UData[] function and execute some code after the call has been answered by the agent.