Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lucy on June 23, 2009, 06:30:58 AM

Title: UseAgentState
Post by: Lucy on June 23, 2009, 06:30:58 AM

Hi,
  In URS --> Options--->UseAgentState--> true

URS-->ANNEX --->AgentStates --> ReadyForChat ---> busy[extension]+busy[chat]=0

I want to restrict the agent to have only one interaction at a time. If he is on call ,he wont be getting a chat interaction & if he is on chat he wont get call.

My starategy is like

Start ------> Function block                    ------------->      target block
                  UseAgentState['ReadyForChat']

But this is not working...calls are not getting routed. Kindly correct me if anything is wrong. Or tell me the correct way of doing it.

Thanks in advance....

Title: Re: UseAgentState
Post by: YevgeniyP on June 23, 2009, 06:42:06 AM

Is it 6.x or 7.x?

Title: Re: UseAgentState
Post by: Lucy on June 23, 2009, 08:06:21 AM

It is 7.2.

Title: Re: UseAgentState
Post by: Lucy on June 23, 2009, 11:39:02 AM

I have changed the option

URS ---> OPTIONS---> CheckAgentState --> true

Now the call is getting routed. But the problem is the agent receives both voice and chat. I want to restrict him like when he is on chat he shud not get voice call and when he is on voice he shud not get chat call...

Kindly provide me some pointers...

Thanks...

Title: Re: UseAgentState
Post by: kubikle on June 24, 2009, 12:45:55 AM

What is value of option use_agent_capacity?
Also fragent of router's log can be usefull (where second interaction is going to the agent)

Title: Re: UseAgentState
Post by: cavagnaro on June 24, 2009, 02:58:09 AM

Please there are several posts about the same question, search around.