Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on December 02, 2014, 09:14:29 AM

Title: EWT Required Configuration
Post by: PFCCWA on December 02, 2014, 09:14:29 AM

Hello,

We have set up config and routing for the use of EWT (EstimatedWaitTime) to make decisions on when and which announcements to play.
This is based on VQ, so if EWT exceeds Current Wait time, a specific announcement is played.
All has worked well except I am receiving a value of 1000 from the sdata request for the VQ EWT.
Upon checking this, the tech site advises the targeted agent group requires the VQ as an origination DN - which is ok had it not been for the reason that there are a large volume of VQs and AGs.  I could just add all VQs as origination DNs to all AGs however concerned there could be an impact elsewhere (reporting ? routing?)

Is there an alternative (or better) way to configure this?
The EWT statistic looks at the last 600 seconds of call data for VQ.

thanks,

Title: Re: EWT Required Configuration
Post by: GMG on December 03, 2014, 01:58:40 PM

This is the best near to accurate way. which I have used before for big customer.

Yes you need to Originate, no harm in doing that.

If you restart StatServer, and set your agents to Not ready, then you will get the value 90 as default, 1000 (If no origination or StatServer is down, its again default in case of fault).

To use this functionality you need to have large number of user or/and large number of calls, so on the basis of Average Handing time and agent availability decision can be taken. We do have formula for the same calculation (you can get it from Genesys Solution Search).


Regards,
GMG
CIV 8.X