Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: SisB on November 19, 2009, 07:41:03 AM

Title: Redirect for MM
Post by: SisB on November 19, 2009, 07:41:03 AM

Hi,

How do we pull a chat interaction back to queue from an agent, if agent does not pick it within certain time?

I guess we can use the agent desktop (custom) to put the interaction in a queue, but is there any routing based solution? like doing RONA for voice calls (i.e. having strategy on station and invoking it with ringing).

Thanks in advance for any help.

Title: Re: Redirect for MM
Post by: René on November 19, 2009, 09:16:51 AM

Hi,

Interaction Server supports "RONA" for multimedia interactions. The option is named "delivering-timeout" and it set by default to 30 seconds. Second option related to this feature has is "not-ready-on-invitation-timeout" - allow to change agent's status to NotReady if agent didn't accept offered interaction within configured timeout.

R.

Title: Re: Redirect for MM
Post by: SisB on November 19, 2009, 03:43:37 PM

Thank you René. You are very helpful.