in my search for Genesys grail, I found myself using SelectDN and SuspendForDN quite a lot. Unfortunately for me, I cannot figure out a way to fine a list of treatments to be used while my call is queued. Using Target object, all I have to do is just specify the treatment and its length and URS will dutifully route the call from one treatment to next until an operator opens up.
With SelectDN/Suspend combination, I found myself using IVR icon, where I define DN to be used and timeout. Timeout does not really mean much, because the strategy keeps on going…
How can I create a combination of treatments compatible with SelectDN and SuspendDN?
I’m looking at a strategy I wrote several months ago, but never actually implemented. It was successful in testing so it might give you some ideas on solving your dilemna.
Use SelectDN in a function block to “choose” a target.
Insert a Pause 2 function block. This gives the strategy time (in my situation) to transfer the call to the remote Avaya switch that will be playing the treatment music
Insert an IVR treatment block with your treatments. I’m only using 1 treatment block and treatment so I don’t know if you can add multiple treatments in the same block, or if you need to add multiple IVR treatment blocks. My block contains a Route Point (an Avaya VDN that simply plays music and hold messaging). The DURATION of the IVR treatment is 1 second.
Next insert a SuspendForDN(999) block to wait until a target is Available (for 999 seconds in this case)
Follow that step with a target block to your SelectDN/SuspsendForDN variable
I will try to test some multiple treatment scenarios later today if time allows.