URS

Hi,
An agent is capable of taking both voice and chat call. But i want to restrict the agent like if he is on voice call he wont be able to take chat & vice versa.

For this to achieve i have done the following configurations

In URS -->Annex

AgentStates:

ReadyForCall = busy[extension]+busy[chat]=0

ReadyForChat = busy[extension]+busy[chat]=0

In URS → Options

UseAgentState = false
use_agent_capacity = false

Is this configuration enough for us to achieve the target. But now the agent is getting chat call when he is on voice call. Kindly correct me if the configuration is wrong.Also let me know wht needs to be done.

Thanks in advance…

You have to use UseAgentState[state you have defined] from the routing strategy.

UseAgentState allows you to route an interaction based on the custom state you have defined in URS annex instead of what is reported by stat server by default.

Thanks

UseAgentSate is not working supported when using Multimedia.

The only solution is to use the Capacity Rule “Default_One_interaction_of_any_type_only” which will work as needed.

Hi Catanirex,
Could you pls exp me abt this “Default_One_interaction_of_any_type_only” as i am new to genesys. Kindly explain me where i have to specify this.

Hi,

It is pecified either on the tenant level in CME (properties on Resources or the name of the tenant) for all agent/places, or on the Agent/Place properites.

Helen,

You can find detailed information about Agent Capacity rules in “Resource Capacity Planning Guide” that is available for download from Genesys TechSupport website.

R.

Thanks guys for ur help…

In capacity rule wizard there is a column called maximum capacity.. I have given voice = 2 chat =3 .Does that mean it can handle 2 voice calls simultaneously. When i tried the agent was able to handle only one call..Kindly correct me if i am wrong…

To be able to handle more than one voice call at the same time, you need two have more than one extension on the place were the agent logs in.

But how realistic is it to talk to two persons at the same time?

Hi,
Can someone pls temme the difference between useagentstate and checkagentstate in URS options.

Helen,

You can find detailed description in Universal Routing 7.x Reference Guide. Briefly:

CheckAgentState - allows you to force URS to ignore agent state and route incoming interaction to any non-occupied DNs. Example: agent is in Not Ready state and his/her DN is free (=not handling any call) - using CheckAgentState function you can “force” URS to route incoming call to that agent regardless current agent’s status

UseAgentState - you can define your own rules that will used by URS when looking for an agent able to handle interaction

R.

Thanks a lot Rene…