Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on December 20, 2012, 01:07:57 PM
-
Is there some option that controls agent state behaviour when the agent is previewing an outbound record?
By default it seems they stay in ready, meaning that other calls, emails etc could still be routed. I want to make sure the agent doesn't get any other kind of interaction while previewing, maybe using a special "Preview" not ready code.
I can do this via a customisation but it seems like a fairly simple requirement so not sure if I'm missing some OCS option that will do the trick?
-
Resource capacity planning has been discussed in some other threads.
However, can I ask you whether you've already done some testing and checked what status the agent is for OCS once a preview record has landed on the agent desktop?
Fra
-
I can't find any threads that answer this question I'm afraid (despite searching for "preview", "preview agent state", "Capacity rule", etc), hence my starting a new thread.
Yes I've tested and the agent stays ready. I was able to route an inbound call to the agent while they were previewing a record.
I have a capacity rule defined as only 1 interaction of any type, including voice, chat, email, sms and outboundpreview.
-
URS configured for capacity rules? Check the option value
-
The question I asked is if you checked the agent status [b][u]for OCS[/u][/b]; you can see that only in OCS logs. I'm curious to see if it uses a special status or not;
surely, if inbound calls are routed, it means from a Stat Server perspective the agent is ready.
My guess is that if the capacity planning doesn't work, you may have to embed a TAgentNotReady in your agent desktop before requesting a preview record, as you did here:
http://www.sggu.com/smf/index.php/topic,7321.15.html
Fra
-
cavagnaro: Yep, use_agent_capacity = "true" and capacity rules definitely work with other media types.
I'm not convinced this is related to capacity rules though, as URS is not involved in routing preview records and OCS doesn't use capacity vectors itself.
Fra: I understood the question. The answer is that it sees the agent as ready. I don't see any special status or flag in OCS or Statserver logs, and the agent status in IWS remains as Ready when a preview request is made.
If this is standard behaviour then as stated, I can create some customisation. The method referenced in that other thread won't work as that was applied in a routing strategy. Should be able to customise IWS to put the agent in a special not ready code when previewing though.
-
Oh ok, yes, on preview mode is that, preview...not dialing not nothing...so in theory you can still receive another interactions. Not sure what happens to the preview record if you change your status to notready...test it roughly.
-
There is one workaround although it requires lot of changes. Record received in push preview mode works ok with capacity rules (agent is seen as busy when record in on agent desktop). Problem with push preview is fact that You need full eService infrastructure including support on agent desktop side.
-
Cavagnaro - OK thanks, makes sense I guess. I've set up a basic customisation that puts the agent in a special "Not Ready - Preview" code when the record is retrieved and it seems to work OK so will stick with that.
Bublepaw - good suggestion and push preview was actually my first choice as I have Interaction Server available and I'd prefer the agents didn't have to request records. The problem is I need to be able to use Agent Scripting, which doesn't yet support Push Preview!
-
And what about this OCS option:
outbound_answer_action
Type: Optional
Default Value: soft_answer
Valid Value(s): hard_not_ready, hard_ready, soft_answer, hard_acw
Changes Take Effect: Immediately
Determines the agent’s place state after an outbound call is established.
• When set to hard_not_ready, OCS sends a request to T-Server to force the
teleset to a Not Ready state.
• When set to hard_ready, OCS sends a request to T-Server to force the
teleset to a Ready state.
• When set to soft_answer, OCS uses the Agent State provided by Stat
Server.
• When set to hard_acw, OCS sends a request to T-Server to force the teleset
to the After Call Work state after an outbound call is established on an
agent’s DN.
-
That is AFTER the call was established.
-
Just keep in mind the implications of your customization: if the agent discards the record he was 'previewing' you need to set his status back to ready (waiting for next call) and also your stats are going to be affected by this ready/not ready manipulation.