Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Silent on February 12, 2010, 01:24:05 AM

Title: Screening Rules for chat
Post by: Silent on February 12, 2010, 01:24:05 AM

Hi,

I create screening rules for messages in chat, when interaction is in queue before deliver it to agent. In Routing strategy, i used functions Multi screen and screen segmentation for these messages. But its not working.

Did any of you implemented this in your env and can provide some details around this.

Thank You.

Title: Re: Screening Rules for chat
Post by: YevgeniyP on February 16, 2010, 05:36:15 AM

Try to check messaging between Interaction Server and Classification server. With proper loggong level in Interaction Server you suppose to see outgoing and incoming messages with all details about screening request/response.

YP

Title: Re: Screening Rules for chat
Post by: René on February 17, 2010, 04:11:26 PM

Hi Silent,

Usually, there is no content available on chat before session is connected to an agent as customer is waiting for agent's response. What kind of screening are you doing?

R.

Title: Re: Screening Rules for chat
Post by: Silent on February 18, 2010, 12:35:30 AM

Hello Rene/YevgeniyP,

Thanks for reply.

I'm looking for function in IRD to use for busy messages when customer is waiting for available agents in Chat Interactions. I tried External service in IRD and its working fine. In Parameters section of External service function, under the Value column I entered the variable that contains the value.
Strategy is getting the variable value from CME ->Transaction -> List Object -> Annex tab. The only issue is we can't add more than 256 chars in annex tab. Thats the reason, I'm looking for some options in Knowledge manager, I try creating screening rules but getting this error. Not sure, if this is possible or best way to do.

====6:50:42.112_T_I_1b0f01c7265b9056 [14:32] EventPrivateInfo is received for tserver InteractionServer_76[Multimedia_Switch] (this dn=)
06:50:42.112_I_I_1b0f01c7265b9056 [09:05] >>>>>>>>>>>>resume interpretator(0)
  _I_I_1b0f01c7265b9056 [09:04] ASSIGN: __DBReturn(SCRIPT) <- STRING: return:ok|ScreenRuleMatch:false
  _I_I_1b0f01c7265b9056 [09:04] ASSIGN: Chat(LOCAL) <- STRING: return:ok|ScreenRuleMatch:false
=====

Title: Re: Screening Rules for chat
Post by: YevgeniyP on February 19, 2010, 05:36:35 PM

From your explanation,  I see that you are trying to send a message into chat session from the strategy. And you are saying that you use screening because text in annex can’t be longer than 255 . I do not understand how screening can help you with message size.
YP