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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: charles.x on January 20, 2015, 02:27:48 AM

Title: How to limit the number of concurrent calls
Post by: charles.x on January 20, 2015, 02:27:48 AM

When use SIPServer.
The scene is as follows:
1.An Agent is ready for nextcall
2.RequestRouteCall receive from URS
3.Agent  RequestMakeCall
4、EventDialing and EventRinging are received at almost same time.

Then the agent is both in inbound call and outbound call.

Is there any option which limite the agent must only in one call?

Title: Re: How to limit the number of concurrent calls
Post by: cavagnaro on January 20, 2015, 02:35:53 AM

? Same URS?

Title: Re: How to limit the number of concurrent calls
Post by: charles.x on January 20, 2015, 02:46:28 AM

yes

I think there is no problem with urs

because when agent is ready when urs routes the call.

There is  time difference between RequestRouteCall and EventRinging and the agent makes call in this  time difference

Title: Re: How to limit the number of concurrent calls
Post by: cavagnaro on January 20, 2015, 02:52:28 AM

You are talking about milliseconds here
When agent does the HOOKUP to dial then your agent status is not ready and URS will not send calls to him unless there is some delay on the process. You can try URS parameter verification-time to maybe 2 seconds...

Title: Re: How to limit the number of concurrent calls
Post by: charles.x on January 20, 2015, 03:01:54 AM

[quote author=cavagnaro link=topic=8679.msg38454#msg38454 date=1421722348]
You are talking about milliseconds here
When agent does the HOOKUP to dial then your agent status is not ready and URS will not send calls to him unless there is some delay on the process. You can try URS parameter verification-time to maybe 2 seconds...
[/quote]

yes it is milliseconds

The Agent has been in ready statue in more then 5 seconds  so I think verification-time can not be used .

Title: Re: How to limit the number of concurrent calls
Post by: cavagnaro on January 20, 2015, 03:03:17 AM

Please read the parameter description. Use it.

Title: Re: How to limit the number of concurrent calls
Post by: cavagnaro on January 20, 2015, 03:05:10 AM

And if can post logs showing this behavior from.URS, Tserver and StatServer

Title: Re: How to limit the number of concurrent calls
Post by: charles.x on January 21, 2015, 06:44:34 AM

[quote author=cavagnaro link=topic=8679.msg38457#msg38457 date=1421723110]
And if can post logs showing this behavior from.URS, Tserver and StatServer
[/quote]

Thanks for your reply


Following is the analysis of SIPServer log
1、13:16:28.6559  Agent is ready             
              @13:16:28. 8.0.400.90 distribute_response: message EventAgentReady
2、13:16:40.937    URS RequestRouteCall           
            @13:16:40.937 Trc 04541 RequestRouteCall received from [40] (000033c7 URS 10.20.16.171:37579)
3、13:16:40.938:  SIP send invite to softphone   
            @13:16:40.938: Sending  [23,UDP] 665 bytes to 10.20.22.239:5066 >>>>>（SIP---->Gateway）
4、13:16:40.989  Agent request make call
            @13:16:40.989 Trc 04541 RequestMakeCall received from [57] (00007aca  192.168.126.155:49247) (Agent)
5、13:16:40.9907 EventDialing
            @13:16:40.9907  8.0.400.90 distribute_response: message EventDialing
6、13:16:40.9940  softphone send  180 Ringing to SIPServer
 
7、13:16:40.9943    EventRinging
  @13:16:40.9943  8.0.400.90 distribute_event: message EventRinging


Then the two calls are established

Title: Re: How to limit the number of concurrent calls
Post by: jamesmurphyau on January 24, 2015, 08:16:33 AM

You could also look into 'reject-call-incall' and 'reject-call-notready' - reject-call-incall rejects calls to a DNS if that DNS is currently on a call.. 603 Decline SIP response and an EventError TLib message..