Genesys CTI User Forum > Genesys CTI Technical Discussion

Skills routing with Genesys

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JLeithead:
If you need to transfer to a specific agent you will still transfer direct to their ext#... however you may want to reengineer your process to have IR transfer calls to a skill set rather than an individual. Take a good look at the current intercall centre interactions and you may find an opportunity to use the Genesys tools to make significant gains. For example... common transfers from area to area could be enhanced by adding a list box and softphone to your desktop application to allow a CSR to select where to transfer a call.
John

Kim:
I would like to add few more notes to what have been said so far.
From placing call to one agent to another, you will not have any problems with it with or without screen popup. The only thing you will have to worry is placing calls between agents on two different switches.

Genesys does not have any ability to tell you if the tielines between two switches are near or at their maximum capacity. This means when IR will try to place a call to an agent on a separate switch and all the lines are busy, a caller will be dropped by the switch. You will have to think about how to prevent this from happening. I think it is one of the really weak points of Genesys.
I hope it helps!!!

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