Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: LIM on January 01, 1970, 12:00:00 AM

Title: count waiting calls in IRD
Post by: LIM on January 01, 1970, 12:00:00 AM

Hi,

I need to set up a busy treatment to check for the position of the new call at the virtual queue before deciding if to route it to the voice mail.

I am in a 1 agent 1 queue environment and the agents can service 1 or more hotlines. I had tried using the CallWaiting function within the IRD, but couldn't find the corresponding virtual queue when choosing a value for the target. pls assist, thanks.

Title: count waiting calls in IRD
Post by: Vic on January 01, 1970, 12:00:00 AM

Have you tried using GetTotalCallsInQueue with SData? It should do the trick it will tell you the total number of current calls waiting in VQ...

What are you using now?

Title: count waiting calls in IRD
Post by: LIM on January 01, 1970, 12:00:00 AM

Thanks Vic,

it is now working, by means of pushing statistics like call waiting to a database and then making use of the database dip icon to select out the field and the value. :>

thanks for your suggestion.