how to deal with default call flow

Voice & Telephony
1

Hi,

can someone please help me with designing a default callflow for a call center with URS?

We are currently having problem with race condition between PBXased routing and URSased routing, which usually happens when URS drops a call or two and both PBX and URS end up routing the call the next available agent.

At first I thought about having a dedicated group to receive PBXased calls; however, this would not make sense for a call center that has several different services, does it?

We are forced to mirror Genesys skillset in PBX in order to ensure that calls will get through even if URS decides to go south for a winter (or a weekend) and I cannot think of a way to both ensure that we still keep on routing calls in case of URS failure and prevent PBX from competing with URS on delivering calls to the same agent.

Has anyone figured a way to do this?

2

Vic,

  1. which PBX are you using?

  2. whichever you use, you must give TServer enough time to reply to PBX with a RouteCall command;

  3. you got to get why URS default route calls..analyze URS and TServer logs;

  4. if you want Genesys to route calls, URS has always to be the one that chooses the target; the only exeception is when, for example, URS crashes or the CTI link is down; in this case PBX has to take call and route it by following the commands you programmed on the CDN/VDN (I don’t know which PBX you use).

Hope it helps.

3

We use Avaya switch and the way we do it is to assign a PABX skill to a VDN route point and agents phone Id also have the same PABX skill. In this case when URs drops calls because of CTI link, calls are answered.

We have minimum default calls (less than 10 a day with average volume of 13000 calls per day).

It works pretty well for us.