Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gcollins on October 03, 2011, 05:01:49 PM

Title: SendEvent Syntax for Creating an Entered and Distributed Event
Post by: gcollins on October 03, 2011, 05:01:49 PM

I have had the need to use the IRD sendevent function on several occasions when needing to peg virtual queues.  Often the scenario is routing is sending the call offsite and the business requires a count of calls.  Everytime I have to go back and test and research event structure so no the idea is to document this on the site for future reference.

In the strategy the following functions are called to accomplish this:

1) SendEvent[EventQueued,'thisdn:<Virtual Queue Name>']
2) TRoute to external number
3) SendEvent[EventDiverted,'thisdn:<Virtual Queue Name>']

note: <Virtual Queue Name> is what is configured under the switch for the virtual queue.

Title: Re: SendEvent Syntax for Creating an Entered and Distributed Event
Post by: gcollins on December 01, 2011, 04:13:19 PM

ooopsie  :o  ... the required syntax for a virtual queue is the following:

SendEvent[EventQueued,'thisdn:<Virtual Queue Name>|thisqueue:<Virtual Queue Name>']

Title: Re: SendEvent Syntax for Creating an Entered and Distributed Event
Post by: Gef Buneri on December 06, 2011, 10:21:36 AM

Hi GCollins, I'm in the same need, can you help me out ?
I use the SelectDN function to route calls, with the sintax: DESTINATION = SelectDN[VQ_TEST,PRIORITY,'',StatSelectAny,Inbound,etc.] where VQ_TEST is the VQ to count events to display on CCPulse, PRIORITY is an integer to define the call priority and 'Inbound' is the agent group to select the agent from. If resources aren't free, the call falls into a DESTINATION = SuspendForDN[xxx] until the resource will be free for routing.

Ok, when the "SuspendDN" time ends, I want to generate an "EventAbandoned" so the CCPulse can count it on VQ_TEST.

I'm not able to translate your sintax, can you kindly give me some tips with an example using real object names ?


Regards,


Gef.

Title: Re: SendEvent Syntax for Creating an Entered and Distributed Event
Post by: BenTaylor on December 06, 2011, 11:56:13 AM

Would look something like this:

SendEvent[EventAbandoned,Cat['Time:',TimeStamp[],'|ThisQueue:VQ_TEST|ThisDN:VQ_TEST']]

Title: Re: SendEvent Syntax for Creating an Entered and Distributed Event
Post by: Gef Buneri on December 06, 2011, 02:50:58 PM

Hi Ben, it seems to work nice. I'll try this for a while and let you know.

Many thanks, for the moment, great help.


Regards,


Gef.

Title: Re: SendEvent Syntax for Creating an Entered and Distributed Event
Post by: Gef Buneri on December 07, 2011, 10:27:17 PM

All works fine.

Great help, Ben.


Wish good things to you.



Regards,


Gef.