Genesys CTI User Forum

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

Title: Busy Treatments on IVR with Definity
Post by: James on January 01, 1970, 12:00:00 AM

I am trying to pass a call to an IVR whilst waiting in the strategy for an agent to become free. The idea is that when URS sees the agent go free, he transfers the call to the agent.

I have got the call going in to the IVR okay, and I can see from the router log that the agent becomes free, but it seems URS isn't willing to pass the routecall to the tserver for some reason.

Has anyone done this successfully before? (It needs to be with a definity, and genesys 6.x.)

TIA

James

Title: Busy Treatments on IVR with Definity
Post by: Vic on January 01, 1970, 12:00:00 AM

Can you check the log whether or not that agent is one of the targets for that URS?

If you could post URS log from EventRouteRequest, it would be much easier to see what went wrong!
Vic

Title: Busy Treatments on IVR with Definity
Post by: james on January 01, 1970, 12:00:00 AM

URS was reporting that the call was 'not good for routing'. It seems that their was something set in the annex tab for the Voice Treatment Port that was causing the probllem!

Thanks