How to make agent from Not -Ready to read state before routing to him from strat

Voice & Telephony
1

Hi,

Can any one help me to achieve below option , we are using Avaya CM, SIP(routing point is in SIP), T-server for Avaya (Agent will be logged in to Avaya T-server).

Agent will be routing call to route point(in SIP Server) for T-PIN verification. The T-PIN verification routing strategy will be loaded on that RP.

once agent routed then he became NOT-READYIVR Mode at the time routing strategy will be getting agent ID, and extension from soft phone , after verification IVR sends the result to RP and from routing we need to target the same agent who is in NO - READIVR mode,

For this , first we need to make him available mode from strategy and reserve for some time (1 sec) then we need to route the call .

Thanks..

2

Hi,

It may be possible to achieve required by using BlockDN IRD function. However, I have no chance to test it so it’s up to you.

Call flow:
1/ Agent makes single-step transfer to RP on SIP Server
2/ Routing strategy is executed on SIP RP
3/ BlockDN function is called to block agent who transferred call for defined period of time
4/ IVR verification is processed
5/ Call returns to RP and uses RouteCall to route call to original agent (DN)

It’s necessary to configure URS option ‘transition_time’ to value >0 to avoid immediate routing of new call to transferring agent (once he finished the transfer)

R.

1 Like
3

Hi,

I am doing that from another way…

  1. Agent will be transferring call to SIP RP.
    2.Agent will be set to NOT Ready-IVR
  2. from RP we will call IVR using treatment ..
  3. After completion from IVR then call will be routed to RP of T-server
  4. Agent ID will be passed as a KVP to RP so before routing call to an agent we make him ready then sending call to him..

I hope this way will work?

4

??? ??? There is no only 1 way to do things…use your method and test it…if it doesn’t work as expected then do changes or try Renés alternative

3 Likes
5

Hi,
Could you try by routing to agent’s extension directly? And you should disable some option on extention such as “not-ready-reject-call”

please try.

paisan

1 Like