Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Sylvainsjc on September 04, 2009, 10:18:53 AM

Title: IRD Strategy Calls transfered on RP
Post by: Sylvainsjc on September 04, 2009, 10:18:53 AM

Hi all,

In strategy i can filter for internal, inbound, consult calls but Is there a way to tag if a call was "transfered" on a routing point ?

Title: Re: IRD Strategy Calls transfered on RP
Post by: René on September 04, 2009, 07:06:58 PM

Hi,

I don't know about any such tag that allows you identify transferred calls easily. Maybe there is a way how to do it but I need to know what kind of transfer you would like to detect - agent to RP? RP to RP?

R.

Title: Re: IRD Strategy Calls transfered on RP
Post by: Sylvainsjc on September 05, 2009, 08:02:58 AM

René

Agent to RP is the case - In fact I need to differentiate a call transfered by an agent and a call type RONA.

Pabx is Alcatel OXE with RSI but i'm currently  testing with SipServer

Title: Re: IRD Strategy Calls transfered on RP
Post by: René on September 06, 2009, 11:02:33 AM

Hi Sylvainsjc,

I see two possible ways how to do it:

- Separate Routing Point for RONA
Configure new Routing Point that will be used as target for RONA call. Load strategy on it that will attach some key to UserData and transfer call to original Routing Point. This way you can easily detect RONA by using filter over required statistic.

- Check based on OtherDN attribute
Theoretically it should be possible to distinguish RONA/transferred calls by checking value of OtherDN attribute. In case of transfer it should contact agent's extension. In case of RONA is should contain number of Routing Point. It's necessary to prove it works as I'm not sure what value is reported in OtherDN attribute for RONA call.

R.