Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Genesys123 on May 29, 2012, 08:30:28 AM

Title: How to make agent from Not -Ready to read state before routing to him from strat
Post by: Genesys123 on May 29, 2012, 08:30:28 AM

Hi,

Can any one help me to achieve below option , we are using Avaya CM, SIP(routing  point is in SIP), T-server for Avaya (Agent will be logged in to Avaya T-server).

Agent will be routing call to route point(in SIP Server) for T-PIN verification. The T-PIN verification routing strategy will be loaded on that RP.

once agent routed then he became NOT-READYIVR Mode at the time routing strategy will be getting agent ID, and extension from soft phone , after verification IVR sends the result to RP and from routing we need to target the same agent who is in NO - READIVR mode,

For this , first we need to make him available mode from strategy  and reserve for some time (1 sec) then we need to route the call .

Thanks..

Title: Re: How to make agent from Not -Ready to read state before routing to him from strat
Post by: René on June 05, 2012, 03:57:28 PM

Hi,

It may be possible to achieve required by using BlockDN IRD function. However, I have no chance to test it so it's up to you.

Call flow:
1/ Agent makes single-step transfer to RP on SIP Server
2/ Routing strategy is executed on SIP RP
3/ BlockDN function is called to block agent who transferred call for defined period of time
4/ IVR verification is processed
5/ Call returns to RP and uses RouteCall to route call to original agent (DN)

It's necessary to configure URS option 'transition_time' to value >0 to avoid immediate routing of new call to transferring agent (once he finished the transfer)

R.

Title: Re: How to make agent from Not -Ready to read state before routing to him from strat
Post by: Genesys123 on June 15, 2012, 08:38:32 AM

Hi,

I am doing that from another way...

1. Agent will be transferring call to SIP RP.
2.Agent will be set to NOT Ready-IVR
3. from RP we will call IVR using treatment ..
4. After completion from IVR then call will be routed to RP of T-server
5. Agent ID will be passed as a KVP to RP so before routing call to an agent we make him ready then sending call to him..

I hope this way will work?

Title: Re: How to make agent from Not -Ready to read state before routing to him from strat
Post by: cavagnaro on June 15, 2012, 02:14:07 PM

??? ??? There is no only 1 way to do things...use your method and test it...if it doesn't work as expected then do changes or try Renés alternative

Title: Re: How to make agent from Not -Ready to read state before routing to him from strat
Post by: paisan057 on July 09, 2012, 05:44:10 PM

Hi,
Could you try by routing to agent's extension directly? And you should disable some option on extention such as "not-ready-reject-call"

please try.


paisan