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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kash on July 19, 2016, 11:05:12 AM

Title: Facing issue with UseAgentState function
Post by: Kash on July 19, 2016, 11:05:12 AM

Hi,

I want to route an interaction to an agent even if he is in not ready state. I tried using TRoute[extension]. it routed call to extension even if he was in not ready but call gets default routed if the agent was in busy state.

I tried using UseAgentState function with state as  AgentStates, key as mystate with value as busy[extension]=0 but it didn't help. Did I do anything wrong here or Is there any other alternative which I can use for routing the call to extension if he is in not ready state.


Thank You.

Title: Re: Facing issue with UseAgentState function
Post by: Kubig on July 19, 2016, 11:09:59 AM

UseAgentState function does not work as expected and sometimes is necessary to try more options to get it works - from my real life experience, using the "voice" instead the "extension" should help.

Title: Re: Facing issue with UseAgentState function
Post by: Kash on July 20, 2016, 10:53:44 AM

Hi kubig,

I tried using voice but it didn't help. I used UseAgentState['mystate'] and then called select target block with target as agent. Call was getting routed to agent only if Agent was in available state which is functionality of target block.
Is there any other way to send call to agent if he is in not ready state apart from TRoute which make call default route if agent is busy.

Title: Re: Facing issue with UseAgentState function
Post by: Kubig on July 20, 2016, 10:55:18 AM

In case using SIP server, you can just route the call to the DN directly.

Title: Re: Facing issue with UseAgentState function
Post by: terry on July 20, 2016, 11:58:38 PM

What is state of DN (not agent state but DN state) you going to route call to? Is it ready or busy?

Usually URS checks both states - agent's and DN's ones.
Function like UseAgentState, CheckAgentState, etc can disable/change checking of agents but not checking of states of his DNs -
In other words - URS can route to agent even if he is not ready but he must have at least one ready DN (where call will be routed to).

Disabling checking of DN states - totally different story and is tricky - better to use one or another type of forcing.
Mentioned functions (UseAgentState, CheckAgentState) can not help here.
   
 

Title: Re: Facing issue with UseAgentState function
Post by: Kash on July 21, 2016, 08:02:16 AM

DN state was busy and I was trying to somehow make out if state of agent/DN is busy then TRoute has to be skipped.

I tried using combination of predefined statistics statAgentsBusy and statAgentsAvailable and it worked. I could send the call to agent in not ready state and skip the call routing if agent was in busy state.

Thank You Kubig and Terry for your valuable inputs.