Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pich on April 16, 2015, 11:30:13 AM

Title: Outbound calls distribution
Post by: pich on April 16, 2015, 11:30:13 AM

Hi,

I am fairly new to using Genesys for outbound calling. Where can I find the arguments how Genesys distributed all the "answers calls" to the agents?

I want the agent that has been waiting the longest to get the next call, but dosent seems like it work that way today.

Or if anyone can send me a link where I can read about it :)

Regards,

Title: Re: Outbound calls distribution
Post by: cavagnaro on April 16, 2015, 11:33:44 AM

You do that on URS distribution strategy rule, not Outbound itself...check URS strategies with Stats distribution (upper part of target object on IRD)
Check docs for call flows and components interactions.

Title: Re: Outbound calls distribution
Post by: Kubig on April 16, 2015, 11:35:11 AM

Your post does not make a sense at all. What type of campaign are you using? If the campaign calls are distributed trough the routing strategy, you should configure the used statistics within target block as is standard.

I strongly recommend to you visit any Genesys training or learn more about Genesys.

Title: Re: Outbound calls distribution
Post by: pich on April 16, 2015, 11:45:09 AM

Do you have any suggestions where I can learn more?
I have been reading a lot on docs.genesys.com, but it is very complex :)

Title: Re: Outbound calls distribution
Post by: cavagnaro on April 16, 2015, 11:53:09 AM

Genesys is not simple  ;D Welcome to it
As said, check URS docs, there are strategies samples. I pointed already which property and object to look at