routing strategy Genesys Inbound

Architect & Flows
1

Hello
I need to know the function that tells me if the call is answered or not
thank’s

genesys 7.2
interaction routing designer 7.2.001.07

2

Can you explain better? What do you mean if answered or not? In the Routing Point? At the agent side?

1 Like
3

sorry for my anglish …
if the call is answered by an agent

2 Likes
4

If the call was distributed to the agent the strategy has no longer control of it, so URS can’t do much with it. However I remember that there was a discussion on this issue some time ago, you may like to search in the forum for more info.

5

You could use OnRouteError function from the Red path on the target block to build alternative route if the call does not get Routed.

In router log after RouteResponse you should see events which depicts call being routed to the targeted agent. If there is an error, your error segment will kick in.

:wink:

rvdev

1 Like
6

After the call is answered you should have the following keys attached to the call:
‘RTargetTypeSelected’ ‘2’
‘RTargetRuleSelected’ ‘’
‘RTargetObjectSelected’ ‘vag_XXX’
‘RTargetObjSelDBID’ ‘682’
‘RTargetAgentSelected’ ‘6592’
‘RTargetPlaceSelected’ ‘Place_5553_XXX’
You can get this keys with UData function and execute some code after the call has been answered by the agent.