I would use the desktop application for this purpose.
If eventringing is seen but no eventestablished within x seconds then have the desktop app write to the DB.
Unless there is no desktop application. In which case I would try the following:
In your main strategy -
Set the on call abandoned strategy to be the strategy that writes the information to the DB.
Add a Pause after the call is routed to the agent, or suspend for event function.
I haven’t tested this, or attempted it. But in theory it ‘should’ work.
There must be a tidier way to get this info though. It’s a bit of a hack.
Another way would be to add a unique ID to attached data for each call and write this ID and the ANI to the database at the beginning of the call. Then use info-mart to pick up this KVP and then you can join the 2 data sources later.
In your main strategy -
Set the on call abandoned strategy to be the strategy that writes the information to the DB.
Add a Pause after the call is routed to the agent, or suspend for event function.
I haven't tested this, or attempted it. But in theory it 'should' work.
Same “solution” came to my mind but I think it won’t work. The reason is simple - in case of call being abandoned while ringing the event “EventAbandoned” is generated on agent’s DN not on Routing Point DN so URS should not react on this event as this DN isn’t controlled by it. But maybe I’m wrong…
You are right, it doesn’t work. Therefore we load a strategy on DN (and URS monitors it, if Ringing message arrived). This strategy has pause block, then SuspendForEvent function checking for EventAbandoned on the DN. If the call was abandoned, it should write data to DB. But it doesn’t.
It doesn’t matter if you use Suspend or SuspendForEvent with timer, because after call is droppedl, this strategy isn’t executed while running in timer time, it isn’t resumed. Its destroyed.
We use genesys desktop, if agent doesn’t pick up call withing 15sec, the call is rerouted on another agent. So it’s not good idea to always write to DB, because call can be answered by another agent. We want to handle only the really dropped calls.
Hmmm… then the last option I presented is really your only option by the sound of it. Unless you load a routing strategy on the agent DN but I have never been able to get a strategy on an extension to run correctly without the call being answered.
Or, set the phones to auto answer, then the problem goes away, and introduces a whole new set of issues that are not the Genesys Engineer’s problem.
Genesys support confirmed, that the only way is to write calls to DB by entering the strategy, and delete after succesfull routing. So we probably will open feature request, as this should be basic functionality…
Genesys support confirmed, that the only way is to write calls to DB by entering the strategy, and delete after succesfull routing. So we probably will open feature request, as this should be basic functionality...
I don’t agree with you that it should be basic functionality. As I’ve written in my previous post URS doesn’t control agent’s DN so it can’t control call on this DN…
Of course, that’s my opinion only so chance is that Genesys will accept your FR.
If genesys would be some low-cost solution, nevermind. But if it is leader in callcentres, I would expect, that it can store information about dropped calls. The number of dropped calls is stored in statistics. Then why anything can’t be made in URS? You can monitor DN’s using URS, but not with full functionality…
It has nothing to do with the fact that Genesys is leader in callcenter. It is about the architecture and fact that URS isn’t mentioned to be “reporting” engine. If you need to store details about calls that have been abandoned while ringing you can use ICON or develop your own application using one of available SDK.
It would be great if one product could do everything but it doesn’t work that way…
The problem is that it is not a Genesys issue, it is an administrative problem, why you allow the agent to decide when to answer a call? I’m always against that policy. You can develop the best ever routing business policy, cost effective, multisite, etc etc. But if you at the end leave the agent the option to do what he wants all your million hours went to the water… easy as that. It is a human problem not a CTI problem. Later tomorrow you will want to Genesys make coffee as well…no way…no sense.
How many people do you think asking for that would make it happen? Perhaps we can all put in the same request and see how far it gets.
As for abandoned from ringing, you should definitely be able to get the information from Genesys reporting, all you would be missing is the ANI, so if you attach this as a KVP for every call you should then be able to pull the specific calls that abandoned from ringing in either ICON or Infomart DB’s.
On a side note, these are not dropped calls. Dropped is a completely different call result used in outbound where Genesys hangs up the call, if the customer hangs up the call is abandoned. I know I’m just being pedantic but it pays to be clear about this kind of thing.
hehe, if it is going to make coffee then add the biscuits too!
Now I’m sure that in routing examples there is something to avoid this scenario and route it somewhere else.
And now that we are correcting, it is not “an FR”, it is “a FR” just bothering ;D
Well, there is a way how to make it work. Just got reply from support. On DN, strategy with these blocks have to be loaded: OnCallAbandoned function, SuspendForEvent(EventEstablished) and that’s all. In my previous strategy which didn’t work, i called suspendforevent function and then oncallabandoned.
so chance is that Genesys will accept your FR.
just bothering ;D