Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PeopleWinVoice on November 23, 2011, 10:34:56 AM

Title: How to get a callID staying at the longest in the queue
Post by: PeopleWinVoice on November 23, 2011, 10:34:56 AM

I want to capture following information from T-Server to deliever more usability in IVR.

- number of calls in the queue
- estimated waiting time in the queue
- the call id waiting in the queue at the longest

For the number of calls in the queue, I found a function TQueryAdress with "InfoType=AddressInfoNumberOfCallsInQueue".

To calculate estimated waiting time I could parse KV-Attributes for AgentsInQueue, AvailableAgents and CallsInQueue in return. Do you have any better idea?

How should I request T-Server to find out the order of calls or how long each call was waiting in the queue?

Any sharing of opinion will be very much appreciated!

Bang

Title: Re: How to get a callID staying at the longest in the queue
Post by: René on November 23, 2011, 03:30:21 PM

Hi,

I would recommend you using Genesys Reporting SDK that allows you connecting to Stat Server directly. T-Server isn't the best source of statistical data.

Neither T-Server nor Stat Server can provide you with list of waiting calls.

R.

Title: Re: How to get a callID staying at the longest in the queue
Post by: PeopleWinVoice on November 24, 2011, 10:18:09 AM

Thanks for your guide. Can you point more precisely with Genesys Reporting SDK?

I've just found following SDK Packages to establish communication with Stat Server and send/receive messages. 

com.genesyslab.platform.reporting.protocol
com.genesyslab.platform.reporting.protocol.statserver
com.genesyslab.platform.reporting.protocol.statserver.events
com.genesyslab.platform.reporting.protocol.statserver.events.datastream
com.genesyslab.platform.reporting.protocol.statserver.requests
com.genesyslab.platform.reporting.protocol.statserver.requests.datastream

Are those what you mean?

Bang

Title: Re: How to get a callID staying at the longest in the queue
Post by: René on November 28, 2011, 03:27:00 PM

Yes. You can find information related to Reporting SDK directly in help file or on official Genesys forum.

R.

Title: Re: How to get a callID staying at the longest in the queue
Post by: Sydney Sheldon on December 03, 2011, 06:22:44 AM

I agree with  I have connected with stat server directly using Genesys Reporting SDK