Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Nathzn on January 31, 2015, 12:55:08 PM

Title: Queueing at two seperate VQ's.
Post by: Nathzn on January 31, 2015, 12:55:08 PM

Hi Guys,

I want to see if this is possible, basically I have a VQ in which the interaction uses. Is it possible to then update another VQ after it gets answered by the agent? For example in my enviroment I'm targeting a store, so after the call is delivered i want to log it another specific VQ (Store Name/Code VQ)

Any help would be appreciated.

Thanks,

Title: Re: Queueing at two seperate VQ's.
Post by: Adam G on January 31, 2015, 01:09:20 PM

Queueing[i] at [/i]2 VQ's...

...or Reporting[i] from [/i]2 VQ's..?

Title: Re: Queueing at two seperate VQ's.
Post by: Nathzn on January 31, 2015, 01:40:35 PM

Sorry Adam,

Reporting from 2 VQ's I only need the main one to show queueing.

If that makes sense!

Thanks,

Title: Re: Queueing at two seperate VQ's.
Post by: Nathzn on January 31, 2015, 01:52:27 PM

Is there a possibility of manually updating a VQ?

Title: Re: Queueing at two seperate VQ's.
Post by: cavagnaro on January 31, 2015, 03:10:23 PM

??? ??? ???
Not at all...

Maybe if you tell us your real need, I guess you are approaching via the non-best solution around...

Title: Re: Queueing at two seperate VQ's.
Post by: Adam G on January 31, 2015, 04:39:30 PM

My guess...

You want to to Target route to one (VQName1) - but you also want to use an additional (VQName2) to "Report" from, for the same Target(s)?

You can only apply one VQ per Target.  But you can apply multiple Targets...

HTH?

Title: Re: Queueing at two seperate VQ's.
Post by: Nathzn on February 01, 2015, 10:18:29 AM

Thanks very much for your replies.. it looks like this may not be possible.

Title: Re: Queueing at two seperate VQ's.
Post by: Adam G on February 01, 2015, 10:51:32 AM

[quote author=Nathzn link=topic=8698.msg38556#msg38556 date=1422785909]
Thanks very much for your replies.. it looks like this may not be possible.
[/quote]

...

This [i]should [/i]work:

Create a Target to an [i]empty [/i]Agent Group - apply[b] VQName1[/b]
Set the Target to expand immediately (no wait time), to your [i]actual [/i]Target Group - apply [b]VQName2[/b]

Title: Re: Queueing at two seperate VQ's.
Post by: cavagnaro on February 01, 2015, 02:08:04 PM

The problem with that Adam is that if call is abandoned will not report to target 1. For what he says he wants it only when answered...

Title: Re: Queueing at two seperate VQ's.
Post by: Adam G on February 01, 2015, 03:38:49 PM

okay, okay...

2 VQ's associated with 2 Route Points - pass the call through them both...

:)

Title: Re: Queueing at two seperate VQ's.
Post by: cavagnaro on February 01, 2015, 11:38:35 PM

Lol same as using different targets.

Title: Re: Queueing at two seperate VQ's.
Post by: jamesmurphyau on February 02, 2015, 07:08:19 AM

Could this help? You can call a subroutine right before agent routing.. You receive the selected target and selected vq details as a input var. You can edit the selected target (passing in the output var), cancel routing, update user data, etc..

Custom Routing
Beginning with release 8.1.2, the new Custom Routing functionality allows automatic splitting of code functionality. This splits target selection of objects into a set of functions (SelectDN, SuspendForDN, RouteCall) under the cover of single target selection object. This allows any code to be put in a strategy between a target selection and routing. Additional code can be inserted before the RouteCall function is provided in the form of subroutine.
Fill in the Custom routing parameter shown in Figure 173 to activate the custom routing functionality.

Title: Re: Queueing at two seperate VQ's.
Post by: Adam G on February 02, 2015, 07:32:58 AM

[quote author=cavagnaro link=topic=8698.msg38560#msg38560 date=1422833915]
Lol same as using different targets.
[/quote]

Tromboning!