Record Handle in IRD

Architect & Flows
1

Hello,

How do I extract and use the Record Handle in an IRD strategy?
I want to update records when a certain scenario has occured, ie if we evacuated the building due to a fire alarm drill.
In such an occurrance, all agents leave their workstation without having the opportunity to set themselves into not ready. Neither has a supervisor the chance to stop the campaigns.
I dont think there is a way to automatically stop the campaigns in this situation so thought to add update the record within the routing strategy. The routing itself will need a way to determine if there has been an evacuation - how about logging in a dummy agent?
It would be interesting to know how others deal with this.

thanks.

2

Hello.

I think that this “thing” is clearly directed on customer side and not on Genesys vendor. It is internal process how to behave during unexpected situation. I guess,that customer can and have to contact their application support with request to stop campaigns or anything else - this step is minimal what they should and have to do.
Next point is,that any changes in strategy or in OCS solution can depends on this “unsupported” solution and this is not recommended configuration.

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3

OCS API supports STOP CAMPAIGN…check OCS docs

4

Do you know if it poosible to update a Router option within IRD strategy?
I cant see a function which allows for this. We use GetConfigOption to obtain a value, but thought it was useful to have the ability to change this.

My idea is to have this value set (0,1), remotely set it to 1, then have the strategies check this and if 1 play an announcement or if 0 carry on normal routing.

Alternatively was thinking of using a variable (global) to do this.

Thanks.

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5

It is read only, you can use a SP, WS, etc ways to do that however it is awful solution what you are proposing

6

It is posible to write from IRD strategy (at least from 8.1.1) though I also think that proposed solution doesn’t look nice.

Something like that (if it for application):

SetObjectProperty[CFGApplication, 0, app_name, folder_name, option_name, option_value].

and URS has to run under account that has writting access to config server,
(as default acount for servers (SYSTEM) doesn’t have writting access).

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