Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Zygis on January 01, 1970, 12:00:00 AM

Title: Virtual Queue
Post by: Zygis on January 01, 1970, 12:00:00 AM

Hello,
If is call on virtual queue, can monitor the agents not only in local site, but and in other site (multi site routing).

Now the call is routed to virtual queue, and then will be free agent the call will be routed to him. I want that for free agents will be monitored both sides.
How I have create the strategy?

Title: Virtual Queue
Post by: Alex on January 01, 1970, 12:00:00 AM

Virtual Queue is only for Reporting Purposes, for example to see calls queued in a multisite environment: you can queue a call with IRD to a Virtual Agent Pool (a distributed pool of agents across sites you create such a group inserting agents located in different sites) and choose (in the target object in IRD) a VQ in order to monitor (naturally creating a new Template in CCPulse based on VQ) all calls indipendently from the site where call arrived at first.

Title: Re: Virtual Queue
Post by: gzooby on May 09, 2013, 01:41:25 PM

Is it possible to have a virtual queue group in order to report total statistics for more than one??

Title: Re: Virtual Queue
Post by: bublepaw on May 09, 2013, 02:45:12 PM

Yes - You need to create object called DN Group with object type set to ACD Queues and inside this group You can put as many VQ's as You need

Title: Re: Virtual Queue
Post by: gzooby on July 10, 2013, 06:13:40 PM

Thanks! That´s whay I was looking for!  ;)