[SOLVED] How to direct route a call to a specific agent using IRD ?

Voice & Telephony
21

Lets refine the question…

I’m using a scenery with a “ladder” Target Selection sequence. The interaction reaches the 1st step of the ladder:

1 - Target Selection using “VQ001 - AGENT001”: TARGET001 is free ? - Yes: Distribute call to target.
- No: Let’s try another target.

2 - Target Selection using “VQ001 - AGENT002”: TARGET002 is free ? - Yes: Distribute call to target.
- No: Let’s try another target.

3 - Target Selection using “VQ001 - AGENT003”: TARGET003 is free ? - Yes: Distribute call to target.
- No: Let’s try another target.

4 - SelectDN “VQ001 - AGENTGROUP” and stay in queue till 1st Agent free.

This causes each interaction to generate both CallEntered and CallCleared events each failed Select Target, so in case first three steps are negative I’ll have 4 CallEntered and 3 CallCleared events on VQ001 Stats…

There’s a way to avoid this ?

EDIT

Was thinking about a “check if the agentid is in ready state before continuing” function, but no idea about how to.

EDIT

Tracing strategy using IRD visual trace, I can see there are times the interaction does not comes out from the Target Selection block, in wich conditions this may happen ?

22

Gef,

The easiest solution would be using SelectDN function or Selection block to report call on VQ before targeting agents.

  1. SelectDN[VQ001] (do not specify any agent group as target or agent group that is always empty)

  2. Target Selection using TARGET001 is free ? - Yes: Distribute call to target.
    - No: Let’s try another target.
    …

R.

23

If the VQ is the same in all target selection obejcts then should be only single CallEntering (of course if Clear Target checkbox is unchecked).

24

Thanks guys.

I’m trying a sdata approach based on the agent:

sdata AGENT00X.A using StatAgentsAvailable, then if result is >= 1 (1 is the expected value on single agent) I send the interaction to the targeting block (Target Selection using queue+agent).

I’ll let you know if all works fine.

25

All working fine. In this way the queue is engaged only if the resource is free.

Think I reached a fine working scenery… thanx again to all of you.