Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Todd on January 01, 1970, 12:00:00 AM
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Has anyone run into any problems when routing to a skill? I'm getting inconsistent results when routing to a skill based on the skill level, with no rhyme or reason as to the cause. It will not be working and then two or three calls later it is fine for the rest of the day. I noticed on the agents that had problems, that there were some skills with level 0, so i've removed them to see if that helps. Or could I be missing a connection, setting in stat server or URS?? Help! This is on a Nortel M1 with a symposium link, Genesys 6.5.
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Todd, in addition to my other reply: What do you mean with "it will not be working"? Does this means that calls do net get routed and stay in the queue? And then suddenly everything is back fine again?
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Ralph, our problem is a little different. Just to give you an example, we try to route to a primary agent, if primary is not available then to a secondary agent and then to an agent group if primary or secondary isn't available.
Primary and secondary is determined by a skill of level 1 or 2. We will have agents with the primary or secondary available and it seems as if stat server doesn't recognize the skill for that available agent and routes the call to the agent group. Problem is, this doesn't happen all the time. Sometimes it will recognize the skill setting and route to the primary.
Does this make sense?
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Yes it does. And it sounds as if it is a different problem than ours. I've heard in the past that Genesys ignores Skill Priorities. I will check on this.
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Well that would not be good! I've been told by tech support that this should work and have a ticket turned in, but it's been over 2 weeks since they've gotten back to me. I assume that cannot be good. Gonna make a progress call this week to see what's going on. I figured I'd check here as well.
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I suggest being very polite but very persistent with Genesys Technical Support. Call them every single day until you get an answer don't email or update the ticket via the website. Once tickets are out of the Tier 1 Tech Support Analyst hands, they often seem to get lost in a black hole. If your persistence doesn't pay off after a few more days of trying to get an update, call your Sales Engineer and ask him/her to intercede on your behalf. As a last resort, follow the Tech Support escalation procedure defined in your maintenance contract.