Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: MarkComplete on January 31, 2013, 06:52:16 PM

Title: Targeting a chat agent when that agent is in a not ready state (Solution)
Post by: MarkComplete on January 31, 2013, 06:52:16 PM

I don't know how often this comes up for multimedia, but it was a business requirement that we received recently and had some difficulty getting it working so I though I would share the solution in case others had the same issue.

First update the Extension that Interaction Server uses to set the route type

[b]ExtensionUpdate['{d}WFROUTETYPE','2'][/b]

Next, format the target information in a variable.

[b]var_target='return:ok|agent:<EmployeeID>|route_type:6'[/b]

Then use RouteCall to target the agent.

[b]RouteCall[var_target][/b]


If for some reason you want to target an agent place instead of their employee ID you can set the WFROUTETYPE to 3 and change the target string to var_target='return:ok|place:<valid place>|route_type:6'

I haven't really used the place option so I haven't tested but it should work.

Title: Re: Targeting a chat agent when that agent is in a not ready state (Solution)
Post by: Kubig on February 01, 2013, 11:28:29 AM

It is nice that you share it,but my opinion is ,the routing on not-ready agent is not logical and no reasons play for it.

Title: Re: Targeting a chat agent when that agent is in a not ready state (Solution)
Post by: MarkComplete on February 01, 2013, 05:25:16 PM

Kubig,

While I agree with you in a strictly theoretical sense and attempted to convince the requirement providers that this was unnecessary, the requirement remained. So we figured out how to do it and thought I would share.