TargetSelected[] but WHICH user got it question ?

Voice & Telephony
1

Hi there,

I have a strategy which grabs the TargetSelected variable after the call has been routed (for example 59784@Solihull_Switch.GA).

But i am trying to translate the 59784 element, to check which ACTUAL agent/userid received that call.

Has anyone attempted this before / can anyone give me any pointers please ???

It must be possible…

URS 6.5

Many thanks,

Sean

2

It is actually interesting that your TargetSelected returns .GA . Are you using Agent Groups or Virtual Agent Groups?

You are using TargetSelected and according to the manual for 6.5:

TargetSelected:

This function returns the DN and the switch name of the target to which the interaction was routed definitively; the result is returned in an apparent highlevel target format ([email removed]). If the interaction has not yet been routed definitively, the function returns the empty string.

The Type of the target selected is one of the following high level Types as described in the Framework 6.5 Stat Server Userfs Guide: Agent, Place, Queue, RoutePoint, GroupAgents, or GroupPlaces.

What you want to use is TargetObjectSelected:

TargetObjectSelected

Parameters: none

Return value type: STRING

This function returns the highlevel target to which the interaction was routed definitively. If the interaction has not yet been routed definitively, the function returns the empty string.

If that still does not get you what you want (depends what highlevel target you are using), then try:

I have never done this, but I heard that use_agentid=true for URS option might do the trick, because it actually tells PBX to route to agent and not DN, but BE VERY VERY CAREFUL! It might not work depending on your PBX, so test it first.

I would check TargetObjectSelected first.

3

Hi Vic,

I have just been doing some more testing on a test strategy and have managed to confirm that…

TargetSelected returns 59784@Solihull_Switch.GA

and

TargetObjectSelected returns TEST@Statserver_routing.GA

Our agents belong to groups and so we identify a call and route to a particular group of agents…we dont target a specific individual…we look for who have been ready the longest within that group.

I dont think that the name of the agent in question who has received the call will be readily available in a variable, but i do have his/her number as you can see so i can strip that out.

But, i will then need to DB Dip into the database to resolve their name but do not know the table structure…are you able to advise on this at all ???

thanks,

Sean

4

Try using the Extension attributes. We were able to get it that way:

Attach[‘AgentUserIDRouted’,ExtensionData[‘AGENT’]]

5

Hi there,

Many thanks for that.

I have amended my strategies accordingly, and push that data out to an Oracle table and it works a treat !

thanks again

Sean

6

what is the exact stop\start order for the following components?

WFM
Multimedia

2 Likes
7

what on Earth??
You are a nasty bot