Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gautham on June 02, 2016, 12:08:45 PM

Title: Calling list field based routing
Post by: Gautham on June 02, 2016, 12:08:45 PM

Hi Friends,

Is there any way to route a outbound call based on calling list field value?  Kindly help me out ASAP.

Thanks,
Gautham

Title: Re: Calling list field based routing
Post by: Kubig on June 02, 2016, 12:27:01 PM

Yes, there are several way - for example just get the field value and use it as the parameter within the routing strategy/model.

Title: Re: Calling list field based routing
Post by: Gautham on June 02, 2016, 12:45:24 PM

Thank you Kubig. If u provide more information it will be very helpful for me suceed this one. Which function blog i need to use it in IRD?

Sorry i am new for IRD. Please help me out.

Title: Re: Calling list field based routing
Post by: Kubig on June 02, 2016, 12:52:59 PM

As first you have to configure OCS to send/attach specific field as the KVP and then use this KVP within the routing. There is no place to explain how routuing works and their capabilities. Just visit the training or contact your Genesys representative.

Title: Re: Calling list field based routing
Post by: cavagnaro on June 02, 2016, 01:52:57 PM

On IRD a Function reading that KVP, UData[] will do and then do that, but...if dialing was made for other free agent nothing guarantees that call will be answered. Those sort of implementations are bad. You should create lists with specific dialing filters with correct agents assigned to the campaign. If not you have the risk of poor performance

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