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Genesys CTI Technical Discussion / Re: v8.0 - SIP Server licensing feature
« Last post by cavagnaro on November 07, 2024, 02:34:59 PM »There are so many numbers in a license file...which one do you refer to exactly?
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32
Genesys CTI Technical Discussion / Re: Routing Scenario - any feature/function available? (Genesys Engage)
« Last post by cavagnaro on November 07, 2024, 02:32:05 PM »Not sure if helps but I developed an app that monitors the logins and request the IP Address from CfgServer, if it is local I assigned a skill to know it was local location = home, or if not location = remote. So then we target those as needed in combination with other skills.
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Genesys CTI Technical Discussion / Re: Routing Scenario - any feature/function available? (Genesys Engage)
« Last post by terry on October 29, 2024, 05:53:58 PM »Hot sure if it help or if it relevant at all, but basically there is statistic CurrentStateReasons.
If TServer request (like RequewstAgentLogin) changes agent state then reasons (if any) of this request are available through this statistic and accordingly in routing strategy and likely in skill expressions.
Meaning something like this if RequestAgentLogin to SIP server has attribute Reasons with say key site set to OFF, then for example skill function sitex can check if agent logged with such reason : Skill1>value1 & ... & sitex(OFF)
If TServer request (like RequewstAgentLogin) changes agent state then reasons (if any) of this request are available through this statistic and accordingly in routing strategy and likely in skill expressions.
Meaning something like this if RequestAgentLogin to SIP server has attribute Reasons with say key site set to OFF, then for example skill function sitex can check if agent logged with such reason : Skill1>value1 & ... & sitex(OFF)
34
Genesys CTI Technical Discussion / Re: Routing Scenario - any feature/function available? (Genesys Engage)
« Last post by nonny on October 28, 2024, 07:31:08 PM »I've been away from Engage too long to really give any wonderful suggestions (other than maybe some WDE plugin that might be able to gather IP address and then programmatically assign an OFF/WFH skill). But I will say this problem exists in Genesys Cloud too. So if your client has any plans to migrate to Genesys Cloud you'll want to keep in mind that you may not be able to replicate the solution you put together in Engage. A lot of us over on the Genesys Cloud space have been trying to get a decent and simple solution for this for a number of years now.
35
Genesys CTI Technical Discussion / Routing Scenario - any feature/function available? (Genesys Engage)
« Last post by PFCCWA on October 28, 2024, 05:16:34 PM »Hello
Its been a while since using this forum so wondered if it still had active users.
I am working on a Genesys Engage solution and have a scenario to find possible solutions for.
We have agents working both on site (OFF) and remotely (WFH).
It is not fixed as to when they are OFF or WFH, so may be either on any day of the week. They use same method to login (WDE).
Normal routing is skill based and targets both location agents (they share call skill and site skill).
The problem scenario is if the OFF agents experience a site emergency and have to leave their workstations. In our current routing, the site is placed into emergency mode and genesys routing no longer targets ANY agent with the skills (so takes out the WFH agents as well). If there are no other agents with target skill in another site, the call is diverted to an announcement and disconnected.
What options do we have to resolve this scenario? Without manual intervention preferably. Also i dont think genesys is able to determine if agent is OFF and WFH based on how they login. Could we use WDE to do this? if documented, any links to genesys docs that provide more info?
Or what have others done in this same situation.
We use SIP v81/GVPv85/WDEv85/URSv8.1/SSv8.5/IRD.
hope it makes sense.
thank you!
Its been a while since using this forum so wondered if it still had active users.
I am working on a Genesys Engage solution and have a scenario to find possible solutions for.
We have agents working both on site (OFF) and remotely (WFH).
It is not fixed as to when they are OFF or WFH, so may be either on any day of the week. They use same method to login (WDE).
Normal routing is skill based and targets both location agents (they share call skill and site skill).
The problem scenario is if the OFF agents experience a site emergency and have to leave their workstations. In our current routing, the site is placed into emergency mode and genesys routing no longer targets ANY agent with the skills (so takes out the WFH agents as well). If there are no other agents with target skill in another site, the call is diverted to an announcement and disconnected.
What options do we have to resolve this scenario? Without manual intervention preferably. Also i dont think genesys is able to determine if agent is OFF and WFH based on how they login. Could we use WDE to do this? if documented, any links to genesys docs that provide more info?
Or what have others done in this same situation.
We use SIP v81/GVPv85/WDEv85/URSv8.1/SSv8.5/IRD.
hope it makes sense.
thank you!
36
Genesys CTI Technical Discussion / Re: Getting Total Trunks with Genesys API
« Last post by nonny on October 24, 2024, 06:55:18 PM »An old thread but you may have to build this up by first getting the list of all trunks then a for:each type loop on them incrementing a count when state = active.
37
Genesys CTI Technical Discussion / v8.0 - SIP Server licensing feature
« Last post by oceanblue on October 23, 2024, 07:07:39 PM »Quick question:
What does the number (200/300) on the "SIP Server" licensing feature line on the license file signifies? In our case, it is different than the sdn licenses, so was wondering what that number indicates?
Thanks in advance.
What does the number (200/300) on the "SIP Server" licensing feature line on the license file signifies? In our case, it is different than the sdn licenses, so was wondering what that number indicates?
Thanks in advance.
38
Genesys CTI Technical Discussion / Re: Engage - Where to find queue events number description?
« Last post by Kubig on October 09, 2024, 11:19:10 AM »PSDK Genesyslab.Platform.Voice.Protocols.TServer.Events namespace for TServer events
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Genesys CTI Technical Discussion / Re: Engage - Where to find queue events number description?
« Last post by Gef Buneri on October 08, 2024, 01:49:22 PM »[quote author=terry link=topic=12620.msg55781#msg55781 date=1727336151]
57 EventQueued
58 EventDiverted
85 EventAttachedDataChanged
154 EventReserved_2 (used for keep alive pinging)
[/quote]
Thank you very much, Terry. Any idea where to find the full list? I'm searching in documentation with no luck; nothing in the PSDK docs too, as suggested by @Cavagnaro
57 EventQueued
58 EventDiverted
85 EventAttachedDataChanged
154 EventReserved_2 (used for keep alive pinging)
[/quote]
Thank you very much, Terry. Any idea where to find the full list? I'm searching in documentation with no luck; nothing in the PSDK docs too, as suggested by @Cavagnaro
40
Genesys CTI Technical Discussion / Re: How to play announcements so that call remains routable (IRD)
« Last post by terry on September 27, 2024, 07:48:22 AM »Treatment Exit was exactly added to synchronize treatments time and target waiting time.