Hello,
So I have a strategy for Rona that is executed when agents are not picking up calls. It’s ok to put them in Not Ready state if they don’t get a customer calls but is there a possibility not to route the internal calls thru this strategy and also not change the agents state for these internal calls that are not picked up?
The RONA is implemented in TServer agent-no-answer-action and answer-no-answer-overflow.
Thank you,
Mihai
Hi Mihai,
If my memory serves well you have SIP Server. If I’m correct you should read ‘Business and Private Calls’ chapter in SIP Server Deployment Guide and modify configuration to fit your needs.
R.
Hello again René,
I have an environment with Avaya PBX (AES Avaya) - Genesys TServer (TSAPI). Unfortunately RONA is controlled by TServer/TSAPI not by SIP and even internal bounced calls are entering Rona strategy and I wouldn’t like that.
Kind Regards,
Mihai
Hi Mihai,
In that case I can image only one way how to help you. You should disable Agent-No-Answer-Supervision feature on TServer level and control it from routing strategies by attaching corresponding keys to Extensions attribute of RequestRouteCall request. Using this way, the feature will be enabled for calls routed by Genesys only. Will that work for you?
R.
Hey René,
Meanwhile I opened a ticket to Genesys and I wait for their answer. If I won’t like it I will try the approach you suggest. I guess I should get more from Events and Models manual about this.
Thank you and Have a Nice Easter,
Mihai
There is some trick - you can load strategy on DN[extension] and then use function suspendforevent.
an object must be of type Routing Point to be able to load a strategy on it. Is there more to this trick than I understand?
Thank you,
Mihai
Yes, search on this forum for more details, that was discussed and showed like a year ago…
See deswcription of URS option event_arrive. It allows to do this trick. Plus you probably will need to use Config manager (not IRD) to load strategy on extension