Hi guys
I am facing a customers need and kinda elaborating ideas
Agent needs to transfer the call to an IVR in order for the customer to validate some information, meanwhile the agent needs to wait until the customer or finishes or abandon the call. If Abandon I will do a RequestDistributeEvent to a CommDN and will monitor this on the agent softphone and will make him Ready again, so I got that covered.
Now, while agent is waiting I haven’t decided yet if make him Ready or NotReady.
If NotReady, I could use the TRoute to his extension and he will receive the customer call…need to validate that. But guess will have no ACW after this…
If Ready, was thinking on URS to exclude this agent from incoming interactions to the main RP with another strategy being executed. So this strategy could read a table where all agents did a transfer to be written down, however if there is an interaction already on queue I think it will go routed for him as when queued this agent was not on the excluded list…right?
I guess someone already faced this and found a nice solution. This has to be flexible and work on all scenarios…
Any ideas?
Interesting scenario. I think the NotReady way would be easier to implement.
One thing to consider is for how long will the agent be “locked” if the customer abandons. And whether or not he will be able to place himself ready again. (I suppose you already considered both of those )
My TServer is an Alcatel OXE one, so doesn’t work as sip server always :S
Yeah, if customer abandons it will send a message to the CommDn and the agent desktop will be aware that his customer has left and will have no reason to stay in NR, so sends a TReady
Not sure but probably you can play with tagging agent as not touchable (for some time or until cancelling this).
I mean either execute in strategy SetTag[‘agentID’, ‘rdnd’, 30] - agent for 30 seconds will be not routable for any call in any queue that URS has.
SetTag[‘agentID’, ‘rdndsoft’, 30] - the same but if URS detects some activity on agent site rdnd tag will be cancelled even before timeout expired.
Tag is cancelled if needed with SetTag[‘agentID’, ‘rdnd’, -1].
The same effect can be achieved with web request to URS urs/entity/tag.
Sorry, not exactly - it is function SetTag who complains about unknown object, so her execution was started.
Looks like it fail to find agent (error 18 usually means that some object in configuration is not found).
Basically agent (or place) is specified in the same way as in target and/or statistical functions.
Yeah I can exclude, but later need to cancel that exclusion if customer abandons. Also, Exclude wouldn’t work for already Queued calls as the Target list was already built, maybe including that agent that had to transfer customer to the IVR.
We use VRP with forced routing just for that. After IVR returns the call, VRP reads the attached data to identify the agent (still in NotReady).
In case of Abandon at IVR, we have a script that sends a TUserEvent to Agent and Agent is sent into ACW. Not the best, but it works.
Before that, we had IVR send the call back directly to the agent (normal transfer); however, it was a pain excluding those calls from our stats. I wish there was a simpler way.
That SetTag sounds like a godsend…Will have our folks tested it.
If you are using Genesys SIP, then just muting the audio on the agent side and doing a conference call with IVR usually does the trick.
I have tested the Tag and works, need some adjustments like priority when call returns to agent but works great and agent can stay at ready state. I will do
Transfer
Wrapup 2 seconds
Tag
Ready
In this way he won’t get other queued calls
Later when customer ends it’s IVR validation will
Priority 100
Target agent
Remove tag
)
