Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kevin on September 09, 2009, 02:09:10 PM

Title: voice calls and emails at the same time
Post by: kevin on September 09, 2009, 02:09:10 PM

Hi all,

agents are complaining that they are getting voice calls and emails at the same time. Do I have to define capacity rules?

Thanks!

Title: Re: voice calls and emails at the same time
Post by: catanirex on September 09, 2009, 02:37:04 PM

Yes

But you can use the ones that came with Multimedia.

On tenant level (Resources), right click and select properties. Select the one "Default_One_interaction_of_any_type_only"

The all agents will only receive one interaction at the time.

Default_Voice_interactions_always_allowed delivers voice calls even if agent handles email

Title: Re: voice calls and emails at the same time
Post by: kevin on September 09, 2009, 03:05:07 PM

catanirex,

we are not using Multimedia. we are using ICC.

in CME i dont find that option you said

Title: Re: voice calls and emails at the same time
Post by: catanirex on September 10, 2009, 05:31:28 AM

OK, for ICS 6.5 you cannot use Capacity Rules. Those are only for Multimedia version 7.

With ICS you have to handle this in the routing strategies/URS. Set URS parameter check-agent-state to to true if I remember correct.
Then one media makes the agent occupied.

Title: Re: voice calls and emails at the same time
Post by: kevin on September 10, 2009, 01:17:29 PM

catanirex,

found this in this forum http://www.sggu.com/smf/index.php/topic,4303.0.html

[quote]CheckAgentState - allows you to force URS to ignore agent state and route incoming interaction to any non-occupied DNs. Example: agent is in Not Ready state and his/her DN is free (=not handling any call) - using CheckAgentState function you can "force" URS to route incoming call to that agent regardless current agent's status.[/quote]

wont this effect voice calls being force routed to the agents extension when they are in not ready state?

Title: Re: voice calls and emails at the same time
Post by: kubikle on September 10, 2009, 06:22:52 PM

Hi,

If extension (DN) is in ready state then yes it will result call to be routed to this extension even if agent himself is not ready.
CheckAgentState however by default is set to true = consider not only DN states but agent state too.
In your case (the calls are going to media and voice DNs simultaneously) it looks like CheckAgentState already is used somewhere in startegies and say not to chack agents states (CheckAgentState[false]). May be it is silly question but are could you check it?