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

Title: How can I open more chat sessions with a single Ag
Post by: Barci on January 01, 1970, 12:00:00 AM

How can I open more chat sessions with a single AgentDesktop?
If one chat session is open in AgentDesktop, then can't open new session. In CCPulse is this place: ChatDN>Monitored, LoggedIn, WaitForNextCall, CallInbound.

Title: How can I open more chat sessions with a single Ag
Post by: beancurd on January 01, 1970, 12:00:00 AM

You need to create additional chat DNs and insert them into each agents place (you can have multiple Chat DNs per agent place). URS will then route multiple chat sessions simultaneously to the agent.

UAD supports multiple chat sessions.

B

Title: How can I open more chat sessions with a single Ag
Post by: Barci on January 01, 1970, 12:00:00 AM

Thank you!!! :)

Title: How can I open more chat sessions with a single Ag
Post by: Barci on January 01, 1970, 12:00:00 AM

It don't work :( I made a test, 2 chatDNs on a single place, and I started 2 chatsessions, but only the first is opened. When I close this will open the another session on the another chatDN. :( The AgentDesktop become no messages, only when the session is closed.

Title: How can I open more chat sessions with a single Ag
Post by: ecki on January 01, 1970, 12:00:00 AM

Question: You said, UAD supported multiple chat sessions. It means, you don't have to use function "CheckAgentState=false"?

Title: How can I open more chat sessions with a single Ag
Post by: Barci on January 01, 1970, 12:00:00 AM

Ok, it work with the function "CheckAgentState=false"!!!!!

Title: Re: How can I open more chat sessions with a single Ag
Post by: AlexeyK on December 24, 2008, 01:38:16 AM

If you are talking about chat through Multimedia ChatServer – then no DN are needed at all (Interaction Server does not use switch configuration at all). to get more chats you need to create and specify the capacity rule (either for agent, or group of agents or for the tenant) which will allow to deliver more then one chat interaction to an agent. You could do it easily with Capacity Wizard in CME.