Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lucy on June 25, 2009, 11:27:49 AM

Title: Capacity Rule
Post by: Lucy on June 25, 2009, 11:27:49 AM

Hi,
Do we create  capacity rule which allows agent to handle only chat calls. Even if we made voice calls the call has to be in queue.

I created a capacity rule like

Chat if the resource is involved in atleast one of the following
1 or more chat interaction


But this capacity rule is allowing a voice call when agent is idle.

Kindly let me know the way to create it only for voice....

Thanks....

Title: Re: Capacity Rule
Post by: Prashant on June 25, 2009, 05:05:00 PM

While working with Resource Capacity Rule select only CHAT options in defining the capacity rule. Then only chat will be enable.

Just try it....i think you should get it.

thx.

Title: Re: Capacity Rule
Post by: ecki on June 26, 2009, 09:04:35 AM

Hi,

Check the URS option use_agent_capacity if it is set to TRUE.


E.