Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Grum on October 31, 2010, 08:55:59 PM

Title: How I can pull out such value as DN of the Agent who recieved the call
Post by: Grum on October 31, 2010, 08:55:59 PM

Hi all,
I have started to work with Genesys recently that's why I have not very much experience at using it. My problem is not very sophisticated, but i still couldn't find the solution of it. The problem is so:
I need to pull out such value as DN of the Agent, who had recieved the call after allocation for agents Block in strategy, and write this value to any variable. What function should i use?or mb anything else?

I tried to use Function DEST[] but it returned the DN of the router-point.
I hope you will help me.

Thanks in advance.

Grum

Title: Re: How I can pull out such value as DN of the Agent who recieved the call
Post by: Timur Karimov on November 01, 2010, 12:44:35 PM

Hi,
I'm strongly recomend to you use the agent client for solve this problem. it's only one realy working way for this.

WBR Thaler

Title: Re: How I can pull out such value as DN of the Agent who recieved the call
Post by: Grum on November 01, 2010, 01:01:57 PM

Timur Karimov, can u clarify plz, what do you mean when advice agent client?

If its metter, our agents use soft written by our programmists..

Title: Re: How I can pull out such value as DN of the Agent who recieved the call
Post by: cavagnaro on November 01, 2010, 06:46:16 PM

What Timur says is that you need to attack this request on agent side, not on Routing Point side using strategies. Remember that once the call is on the target object on a RP URS is already trying to get some free agent assigned on the target object, once that happen the strategy can't do anything on the already sent call. So you will need to catch the call (connid) on the agent side and write it somewhere.
Why do you need this? To do some track of the call?

Title: Re: How I can pull out such value as DN of the Agent who recieved the call
Post by: Grum on November 02, 2010, 06:55:50 AM

cavagnaro, ok, I see, thank u for detailing.
I need to catch this value becourse our customers want to recieve a report which includes names of agents and time they spent on call.
So I suppose me to throw this idea to our programmists:)

Title: Re: How I can pull out such value as DN of the Agent who recieved the call
Post by: rpenney on November 02, 2010, 02:21:37 PM

You can get the destination agent from the routing strategy.

After a Select block on the green output, use the TargetSelected function to get the targeted agent and attach to the call.

The other way is to use the URS option report_targets which will automatically attach the same information as UserData

Title: Re: How I can pull out such value as DN of the Agent who recieved the call
Post by: Grum on November 08, 2010, 12:34:56 PM

rpenney, thank u very much for advise!
it works!!:)

Title: Re: How I can pull out such value as DN of the Agent who recieved the call
Post by: Grum on November 15, 2010, 03:01:04 PM

Thanks all for advising.
If it will be interesting, I solve my problem (forming report) activating and using tables in GCTI_CFG named QINFO and STATUS.
With using these tables and stored procedures, I can collect all values I needed. Relative SQL querries also help me.
So I advise you using these tables..
Regards,