I fear that this behavior is by design…
I tried many options (on URS,OCS,etc),but no suggest
Unfortunately, I don’t see any possible workaround here as root cause is that OCS doesn’t support agent capacity rules. It simply monitors status of agent’s extension and dials call when extension becomes ready regardless other media channel.
R.
Workarounds are:
- set the agent aplication to switch automatically place status to the NotReady if agent has an email(set NotReady status on all media channels)
- use different places for email handling and for outbound calls handling
But,officially there is no way to blend outbound voice and multimedia. Like the docs say:
Progressive Dialing Mode
The Progressive dialing mode dials calls from a calling list when an agent is actually available. Progressive mode is recommended for low-volume, high-value campaigns. The number of calls that are dialed depends on the number of Ready agents. The next dialing attempt is triggered by either of the following factors:
• The AGENT_VOICE_MEDIA_STATUS - WaitForNextCall Stat Event message is received from Stat Server
• A non-positive call-progress result is received from the dialer
You can create and open FR and hope that Genesys will be added this function. I hope so.
Thanks for your input everyone.
Kubig you read my mind, I created a special Not Ready code for email and got agents to put themselves in it when they receive an email.
Having trouble automating this via the routing strategy though. Normally after targeting the agent I do the following in URS:
SendRequest[RequestAgentNotReady, Cat[‘thisdn:’, StrReplace[UData[‘RTargetPlaceSelected’],‘Place_’,‘’],‘|16:4|17.ReasonCode:Email’]]
The request is being submitted to Interaction Server though, which rejects it. Any idea how to specify which TServer the request goes to?
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Use “Set Agent Media State” object in strategy builder(IRD).Via this object you can set status of each media on place or agent.
Sounds like a good solution but doesn’t work if I choose “voice” as the media type. Works with email but it’s obviously the voice channel I need to make not ready to prevent calls being routed. Error in URS log:
16:26:00.562_T_I_13ae02111e4c304d [14:1e] send to tserver InteractionServer[Switch] TRequestPrivateService on dn asl_Process ABC: server , type 111, service ResourceManagement, method SetAgentMediaState
request to 65210(--) message RequestPrivateService
AttributeReferenceID 73399
AttributeExtensions [260] 00 03 00 00..
'SWITCH' 'Switch'
'CUSTOMER_ID' 'Resources'
'Envelope3rdServer'(list) 'Version' '1.0'
'AppType' 111
'Service' 'ResourceManagement'
'Method' 'SetAgentMediaState'
'Parameters'(list) 'Tenant' '101'
'Place' 'Place_8013'
'Agent' 'TTrain1'
'MediaType' 'voice'
'State' '0'
AttributeConnID 13ae02111e4c304d
AttributeThisDN 'asl_Process ABC'
AttributePrivateMsgID 3
..sent to i001svAP4513:6130(fd=572)
16:26:00.562_I_I_13ae02111e4c304d [09:04] <<<<<<<<<<<<suspend interpretator(WAIT_EVENT_N), func:RequestServiceEx timers:00010
received from 65210(InteractionServer)i001svAP4513:6130(fd=) message EventPrivateInfo
AttributeExtensions [285] 00 01 03 00..
'Envelope3rdServer'(list) 'Version' '1.0'
'AppType' 111
'Service' 'ResourceManagement'
'Method' 'SetAgentMediaState'
'Parameters'(list) 'Tenant' '101'
'Place' 'Place_8013'
'Agent' 'TTrain1'
'MediaType' 'voice'
'State' '0'
'FaultCode' '569'
'FaultString' 'Not logged in with specified media'
AttributeConnID 13ae02111e4c304d
AttributeReferenceID 73399
AttributePrivateMsgID 5
The agent is definitely logged on to the voice channel on this place.
You have to use “Media Status” for change eServices channel(email,chat,twitter,etc) and SendRequest for change voice status. Unfortunately,is not possible to do all from “Set agent media status” object in strategy. “Set agent…” object is only for eServices.
I recommend you to use this as a workaround and also open #FR to Genesys.
I’m happy to use SendRequest to make the voice channel Not Ready but this isn’t working either at the moment (rejected by Interaction Server). Is it possible to choose which T Server the request is sent to?
Found the solution - took a gamble and added “tserver” parameter to the end of the request and it worked 8)
The request now looks like this:
SendRequest[RequestAgentNotReady, Cat[‘thisdn:’, StrReplace[UData[‘RTargetPlaceSelected’],‘Place_’,‘’],‘|16:4|17.ReasonCode:Email|tserver:SIPTS_01’]]
This seems to work fine and should stop any unwanted voice calls being routed while the agent is dealing with an email.
Thanks again for the assistance from everyone.