Two URS sharing agents

Genesys Cloud Routing
1

Hi, I have a question about having two URS, each assigned to its own site, let’s say site A has URS A, and URS B is connected to site B.

I have agents with skill A, skill B, and skill A_B.

skill A agents are only routed from URS A, and skill B agents are only routed from URS B. Skill A_B agents, though are routed from both URS A and URS B. So, the questions are:

  1. Can this be done?

  2. How will URS know that a particular agent right now was selected by other URS as a target?

I remember reading that it was possible, however, has anyone actually done it?

Vic

2

There is an URS config option called agent_reservation which is set to false by default, but when set to true it allows two (possibily more than two) URSs to share agents.I can’t remember but you may have to set a related option on the relevent TServer’s config.

I’ve used this option when I’ve needed two URSs to load share.Hope it helps.

B