Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: newbee@Genesys on November 07, 2016, 03:00:58 PM

Title: RM's capability to make a distinct selection of MCPs based on requirement.
Post by: newbee@Genesys on November 07, 2016, 03:00:58 PM

Hi

I have a URS centric IVR architecture. I am currently trying a PoC wherein I have two MCPs to use. One MCP to process IVR call and other MCP to play hold music during waiting for an Agent availability.

In Genesys Administrator, I have created two Resources groups of MCP. One for IVR and other for hold music treatment.
For IVR MCP group, I have selected the following service types: VoiceXML, Conference, Announcement, Recording Client, CPD, Media, MSML and Treatment;
For hold music MCP group, I have selected MSML and Treatment service types.

When the call exit IVR and call control comes back to Strategy which execute play music block (IRD block) to play hold music upon no agent availability. And as a result the RM instead of selecting Hold music MCP, it actually selects IVR MCP.

What changes should I perform on RM or elsewhere so that RM chooses right MCP.

Title: Re: RM's capability to make a distinct selection of MCPs based on requirement.
Post by: Kubig on November 07, 2016, 03:04:29 PM

The LRGP for IVR is not configured properly - on that LRGP you have to just enable the VoiceXML processing at all. Read the documentation, where is all described very well and in great detail.