Agent Reservation in URS

Hi, all,

does anyone know if I can do agent
eservation in a multisite environment?

Let’s say I have two sites: Site A, and Site B. Calls come on both Site A and Site B directly.

I want URS_A to be able to target both Agent_Site_A and Agent_Site_B and I want URS_B(connected to Site B) be able to send calls to Agent_Site_A and Agent_Site_B.

I know that for URS to share agents, I need to use agent_reservation. My questions are

Q1: do I need to connect URS_A to both TServer_A and TServer_B or can I just connect it to TServer_A? The same goes for URS_B.

Q2: In the manual for URs it says:

URS sends a reserve request to the TServer and sends the interaction only when the request is confirmed. When a TServer reserves an agent, place,or DN, it prevents any other URS from sending an interaction.

So, would my URS_A receive EventRouteRequest from TServer_A, then it would issue RequestReserveAgent to TServer_B, receive a confirmation and only then send RequestRouteCall to TServer A???

This sounds a bit too complex for Genesys, doesn’t it?

Vic,

I’ve tested it and found that URS sent RequestRegisterAgent to TServer. TServer replies with EventAgentReserved or EventError.

I could not determine how StatServer is involved with agent reservation. Have you come up with anything new?

Yeah,

the way it works is that URS sends RequestReserveAgent to TServer. TServer sees if it has any other RequestReserveAgent for the same place, and based on that it informs URS and StatServer is agent is reserved or not…

This works fine locally. Of course, the major problem with this is that what if you are trying to route to a satelite agent from two different sites at the same time? Since target is a satelite TServer, URS has no way to issue a agent reservation… Thus, we would still have the same problem…

Have you got a global URS? Depending on the latency/bandwidth between sites this could be a solution.