Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dimitry on November 25, 2016, 11:01:50 AM

Title: WDE agent status
Post by: Dimitry on November 25, 2016, 11:01:50 AM

Hi ,

I would like to review some of the possibilities in WDE to provide some tactical fix for blend agents to workitems  equally to that voice calls they handle.  Currently due to various verification time in different URS , we are trying to do this.

Whenever we make the agent global ready and the agent has two channels voice and workitem , the voice T-server gets the ready request first  and then once acknowleged , workitem channel ready is sent to IXN Server.

IS there any way ,  I could change the order of login in WDE so that the IXN Server receives ready request first and  Voice channel get the ready request next ?

Title: Re: WDE agent status
Post by: Kubig on November 25, 2016, 12:41:56 PM

Only via customization or open a #FR.

Title: Re: WDE agent status
Post by: cavagnaro on November 25, 2016, 01:06:42 PM

I would ask, why on earth?
IXN interactions are kinda passive, except maybe for chat, but voice, is there, your customer is alive waiting for you...so you are still trying to hit on them when that is the most valuable channel??? Makes no sense

Title: Re: WDE agent status
Post by: Dimitry on November 25, 2016, 01:40:49 PM

Cavagnaro,

Definitely accepted .  Voice is the valuable channel.

The problem is the IXN uses a different URS and voice uses a different URS.  Now since the Voice URS verification time is lesser than IXN URS verification time more voice calls are pushed  and some of the key work items are present to agent delayed. Deploying the agent reservation would take some time . So for now we want some tactical option to solve this so we thought if we always send the IXN ready request first and voice next then possibly we could try to split things equally .

For customisation if you give what to refer in SDK we will be able to check.

Title: Re: WDE agent status
Post by: Kubig on November 25, 2016, 01:47:39 PM

Use only PSDK

Title: Re: WDE agent status
Post by: daniel_san on November 28, 2016, 08:33:21 AM

You can do that bussines customizing chain of command.

MediaVoiceLogOn and MediaOpenMediaLogOnPlace will be useful  :)

Regards.

Title: Re: WDE agent status
Post by: Dimitry on November 28, 2016, 10:29:01 AM

Thanks Daniel
We need mainly to alter the command execution when the Global status is changed.

When they move from NotReady to Ready in the Global Status  , I should trigger MediaOpenMediaReady followed by MediaVoiceReady in the command manager.

Is it something feasible ?

Title: Re: WDE agent status
Post by: daniel_san on November 28, 2016, 04:49:30 PM

I think that should be possible.

These are the chains of command on place and media:

https://docs.genesys.com/Documentation/IW/8.5.1/Developer/ReferenceforCommands

And in there must be available "MediaOpenMediaReady".