Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: kevinwang on October 20, 2010, 04:49:11 PM

Title: where to put the function incrementpriority in the routing strategy?
Post by: kevinwang on October 20, 2010, 04:49:11 PM

Hi ,guys,

I want to use the function incrementpriority to dynamically increase the priority of an interaction waiting in the queue,
but I have no idea where to put it? I mean before selection object or after it?
if before selection, interaction is not in the queue yet, but if after selection, how can I change the priority using incrementpriority?

thanks in advance.

Kevin

Title: Re: where to put the function incrementpriority in the routing strategy?
Post by: René on October 20, 2010, 06:41:44 PM

Hi Kevin,

You must use the IncrementPriority function before the Selection object. Priority is managed by URS and is not directly related to any queue.

R.

Title: Re: where to put the function incrementpriority in the routing strategy?
Post by: kevinwang on October 20, 2010, 08:17:21 PM

actually, that's what I did, but the priority didn't update as I expected. maybe I need to print the priority in the log to figure it out.

Title: Re: where to put the function incrementpriority in the routing strategy?
Post by: kubikle on October 21, 2010, 10:37:23 PM

Fragment of URS log (covering some call while waiting) could be useful.

Title: Re: where to put the function incrementpriority in the routing strategy?
Post by: Kevin S on October 29, 2010, 12:09:07 PM

Since you don't have to specify the queue in the parameters, before the selection object will work fine if your routing has only a single Selection.

I don't think it's required to use the Priority function to "initialize" the priority.