Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: fred.s on December 14, 2010, 05:48:38 PM

Title: ***** AGENT GROUPS *****
Post by: fred.s on December 14, 2010, 05:48:38 PM

Hi,

I am using Config and Campaign manager 7.6

Can anyone advise me on how I can get the same agent group, dialling 2 separate campaigns at the same time??

I have tried creating 2 agent groups with exactly the same agents and 2 separate campaigns/campaign groups drawing off the separate agent groups..... but this has not worked.

Any ideas??

Title: Re: ***** AGENT GROUPS *****
Post by: Steve on December 14, 2010, 06:24:37 PM

If this is Preview dialing then 2 groups with the same agents or 2 campaigns using 1 group should both work equally.

However if this is Progressive or Predictive, then an agent can only be associated to one campaign at any one time.
If you think about it, this makes sense. If an agent was in 2 automated campaigns, they would go ready and both campaigns would dial calls, one of which must fail.

Title: Re: ***** AGENT GROUPS *****
Post by: fred.s on December 22, 2010, 10:22:57 AM

Thanks.

Very true but,......my plan in order to overcome this/reduce the chances: i was going to set both campaigns on Proigressive but one on 4 agents avaliable and the other on 8 agents? Something along them lines?....