Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on October 02, 2015, 12:02:57 PM

Title: routing interactions to wfm activity
Post by: vma on October 02, 2015, 12:02:57 PM

Hi,
I'm trying to route an interaction to a wfm activity using the workforce IRD block. I can see in the routing logs:

_M_I_ [17:07] VQ 00000000028a7410 TRG 0000000004225d90 added: name=WFM!Restance/Test_Activity, location=es_statserver_p, type=GA, state=##state, activity=unknown
    _C_W_ [10:05] SO(0000000000000000 0 0) ten=Tenant_1 name=WFM!Restance/Test_Activity@es_statserver_p.GA: there is no config object
    _M_E_ [10:06] SO(0000000000000000 0 0) ten=Tenant_1 name=WFM!Restance/Test_Activity@es_statserver_p.GA: stat <##content> failed
    _M_E_ [17:02] can not find SO WFM!Restance/Test_Activity[##content] for stat server es_statserver_p

SO the question is:
So I have to create that group in configuration also? And if I ever change some skills in the activity do I have to manually adapt the GA in configuration accordingly?

Thanks,
Mihai

Title: Re: routing interactions to wfm activity
Post by: terry on October 03, 2015, 04:15:48 PM

Not with workforce activities.
URS artifically creates extra agent groups (in its own memory) from every WFM activity it get from WF server.
Such agent groups can be used in strategies just like regular ones.
Check URS log for what data URS get from WF Server - should be something like "WFM activity information received",
specifically did it get any information about WF activity Test_Activity on site Restance.

Title: Re: routing interactions to wfm activity
Post by: vma on October 05, 2015, 07:32:43 AM

Hi,
Thank you Terry!
I have tried with a different activity but still no success.
I can see in the logs:
[code]
WFM activity information received

WFM: Activity: 212 - Restance/E Restance_Email ADVIS Copy
    Add ActID 212 to activity:000000000419c130 (Restance/E Restance_Email ADVIS Copy)
    Add ActID 212 to activity:000000000419cb80 (E Restance_Email ADVIS Copy)
[/code]

But then it's still the same issue:
[code]
    _M_I_ [17:07] VQ 00000000028a7a70 TRG 0000000004225290 added: name=WFM!Restance/E Restance_Email ADVIS Copy, location=es_statserver_p, type=GA, state=##state, activity=unknown
    _C_W_ [10:05] SO(0000000000000000 0 0) ten=Tenant_1 name=WFM!Restance/E Restance_Email ADVIS Copy@es_statserver_p.GA: there is no config object
    _M_E_ [10:06] SO(0000000000000000 0 0) ten=Tenant_1 name=WFM!Restance/E Restance_Email ADVIS Copy@es_statserver_p.GA: stat <##content> failed
    _M_E_ [17:02] can not find SO WFM!Restance/E Restance_Email ADVIS Copy[##content] for stat server es_statserver_p
[/code]
Should I use the WFM statserver instead? The WFM statserver is not connected to the URS at the moment and since this a production environment I would need to know if this would really solve the issue.

Thanks you!

Title: Re: routing interactions to wfm activity
Post by: vma on October 05, 2015, 12:24:37 PM

I think we can close this issue.
I found out that even if when using the new browse functionality I get the activity as "Restance/E Restance_Email ADVIS Copy" in the activity filed I have to delete manually after that the "Restance/". By using only "E Restance_Email ADVIS Copy" is working correctly.
Thank you again terry!