Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pspenning on April 29, 2015, 11:44:31 PM

Title: How to force a call to a Place without an agent being logged in to that Place?
Post by: pspenning on April 29, 2015, 11:44:31 PM

Hello Everyone,
I might be over thinking this one but I need a little guidance as I have not tried this before...

We are running 8.1.xxx and I am looking to force a call to a Place without an agent being logged in.

Here is the background....

We have a request from our NOC to ring 12 phones in a Ring Group fashion.  I could simply TRoute the call to a Ring Group in the PBX (Siemens OSV 8K) but it is limited in it's ability with Ring Groups and can't have 12 stations in the RG.  Additionally - The work around that our Siemens person came up with is having a problem with the Genesys SIP Server in that the SDP isn't sent via the initial invite from a TRoute because we have the "reuse-sdp-on-reinvite" enabled for some other things.

So the thought is to have Genesys send the call to a Place Group with 12 Places.  I first tried to target to a single place and would go from there, but apparently I am missing something because URS / Stat Server is looking for an agent to be logged in at the place (I am not selecting a stat in the Target).  I then tried the Force function but again, I must be missing something.  I am selecting the Place in the target, then hitting the "Force" block out the red port of the target in IRD.  (1 second timeout and do not clear target)

I have been reading through the URS Reference Manual and it just isn't detailed enough when discussing routing to Places or Forcing a route.

If there is anyone who can give me a nudge in the right direction, I would certainly appreciate it.
Thanks,
Perry

Title: Re: How to force a call to a Place without an agent being logged in to that Place?
Post by: cavagnaro on April 30, 2015, 02:09:46 AM

You don't call the place, call the DN extension. Be sure your strategy override the ready condition

Title: Re: How to force a call to a Place without an agent being logged in to that Place?
Post by: pspenning on April 30, 2015, 02:22:08 AM

Thanks - I will give that a shot - But the real goal is to call 12 extensions in a Ring Group fashion.  That's why I initially thought "Place Group".  I was starting with a Place to get the concept right.

Thanks - Perry

Title: Re: How to force a call to a Place without an agent being logged in to that Place?
Post by: cavagnaro on April 30, 2015, 02:53:39 AM

On the target add the 12 DNs...

Title: Re: How to force a call to a Place without an agent being logged in to that Place?
Post by: pspenning on April 30, 2015, 03:37:42 AM

Brilliant!
Thanks - I am going in to test this now.  Thanks again for the guidance.

Perry

Title: Re: How to force a call to a Place without an agent being logged in to that Place?
Post by: pspenning on April 30, 2015, 04:08:52 AM

Wow - I guess I'm just not getting it...  I am not seeing a type of Extension within the Target.  I only see ACDQueue, Agent, Agent Group, Campaign Group, Destination Label, Place, Place Group, Queue Group, Routing Point, Skill, and Variable.  'SelectDN' is the same...
Will you elaborate?

Thanks,
Perry

Title: Re: How to force a call to a Place without an agent being logged in to that Place?
Post by: terry on April 30, 2015, 04:19:01 PM

Put it in variable in format number.DN
Use this variable as target.
Targets of type DN are raw DNS which might be even absent in configuration,
and this basically is reason IRD not proposing them,

URS will not check ready status of such target at all,
target assumed always ready (few exceptions though).se

Title: Re: How to force a call to a Place without an agent being logged in to that Place?
Post by: pspenning on April 30, 2015, 07:20:26 PM

Thanks Terry -
That worked perfectly.  I learned a new trick today!
I appreciate the help with this.

Thanks -
Perry