Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: RajD on October 12, 2010, 06:57:05 PM

Title: Route a call to AgentID - Resolved
Post by: RajD on October 12, 2010, 06:57:05 PM

Hi Everyone,

Here is my issue.

The agentid is selected prior to the call being handed over to genesys by our IVR application based on some conditions.

I created a strategy to route a call to an agent ID and if the agentid is not ready the call will be routed to a routing point.

Genesys support suggested to use -- set the timeout and use the redport instead of checkng if agent is ready or not.

In the selection object, the timeout is set to 4 sec. If the the agent is available, the call is routed to the agent. If the agent is not available, the call will go through the red port to another selection object which routes the call to a routing point.

Everything works as expected when the agent is logged in. The problem arises when the agent is not logged in, the call just disconnects in the first selection object. It never comes out of the red port.

Please advise...

Thanks

Title: Re: Route a call to AgentID - Please help
Post by: RajD on October 13, 2010, 12:21:33 PM

29 people viewed this..but no suggestions yet..still waiting.

I hope i explained the issue correctly..

Title: Re: Route a call to AgentID - Please help
Post by: cavagnaro on October 13, 2010, 02:31:52 PM

Yes many can view but not obligated to answer.
Try just to verify first if the agent is logged in before the target. Search in the forum for similar posts

Title: Re: Route a call to AgentID - Please help
Post by: BenTaylor on October 13, 2010, 03:43:35 PM

Something simple like?

SData['AgentID@StatServerRouting.A','StatAgentsAvailable'] = 1

Title: Re: Route a call to AgentID - Please help
Post by: RajD on October 15, 2010, 11:05:17 AM

First of all..thanks for your replies. I was under pressure to get this working and proabably was expecting a quick answer. I agree with "not obligated to answer"..

I have not made any changes to the strategy, just restarted all the services as a last resort. Surprisingly..everything is working now.

Thanks again..