Genesys CTI User Forum

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)
 

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!

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.

[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

Thanks once more, Terry. They key lack of knowledge on my side was not being aware of the "Exit" function, that basically was the key feature I was missing, and that solved my issue.

Br,

Willian