Multimedia Issue

General Discussion
1

Hi,
We have implemented chat in our environment, I have applied capacity rule to agent such that when he is on voice call he cannot get chat call & when he is on chat call he wont get voice call. Former is working fine. But the below scenario is not working

  1. Agent A Logged into both chat & voice & in ready state
  2. Agent B ready in chat.
  3. Agent A Got a voice call and answered
  4. Agent B got a chat call.
  5. When agent B tried to transfer the chat interaction thru GAD , in available agents list Agent A is being shown which is not supposed to hapen as agent A is busy in voice call.

My capacity rule is as follows

Voice, if resource is involvced in atleast one of the followuing
1 or more any interactions
Chat, if resource is involvced in atleast one of the followuing
1 or more any interactions

Kindly help me in solving this issue.

Thanks in advance…

2

Hi Shri,

I would say it is limitation of GDesktop as it checks only agent’s status on DNs (Media) he/she is logged in and doesn’t take into account agent’s capacity rule. I would suggest you to open ticket with Genesys Support and asked them for clarification.

R.

3

Hi Shri,

The capacity rules are only for routing purpose. It instruct URS how many interactions and what kind can be delivered to particular agent. No other applications what I know are using capacity rules. If I am wrong, please correct me. You would have to build in to GAD your own logic.

E.

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