Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Big Rod on December 15, 2010, 01:14:59 PM

Title: Router:- Need list of places where an agent in a particular group are ready.
Post by: Big Rod on December 15, 2010, 01:14:59 PM

I've a rudimentary DDI solution in place which circumvents the IVR menus if the caller knows the extension of the agent they want to speak to but I want to tie it down a bit so callers are restricted to the line of business derived from the route point rather than be able to call anyone in the business irrelevant of skill set.

So I need to identify and assign to a string so I can manipulate it, a list of places that suitable agents of a particular skill type/VAG are in a ready state.

So which router function do I use?

So basically, get the list of 'ready' places from the skill/VAG, manipulate the output to give me the extension number, (place name = extension in this case), then check that against the input from the caller as to whether or not it's possible to route the call to them. If so, route the call to them or if the number is invalid or the agent's not ready send them through the IVR menus.

Does that make sense?

Title: Re: Router:- Need list of places where an agent in a particular group are ready.
Post by: Big Rod on December 15, 2010, 02:11:15 PM

Additionaly, I can pull a list of agents within the specific VAG using GetSkillInGroup, but I really need the extension or place for comparisson.

Anyone know if I can pull either of those from the config layer using the agent ID?