Hi,
I’m trying to configure some virtual queues in IR and get them displayed in CCPulse. I have 1 VDN 4082 which routes to Credit Card or Banking agents depending on skill. I created two virtual Queues 1 for banking, 1 for credit card. I see the CCPulse queue view for the VDN update/reflects 1 waiting call for example, but when the script is looking for an banking agent, shouldn’t the queue view for the banking virtual queue show a waiting call?
The virtual queue is defined in Config Manager.
Eugene:
can you please describe your strategy a little bit more?
Usually, you would have two separate targetlists, one for banking, one for credit. In each target, you can define a virtual queue where calls would be waiting. Do you have it defined like that? If you do not do it so, then how do you do it?
Is your strategy running on VRP?
Yes, I have 2 separate TargetLists depending on the IVR information for LineOfBusiness. There’s an IF expression for time of day then another IF expressiong for LineOfBusiness which will drop the call into the appropriate Virtual Queue.
You should be seeing both of those queues and statistics for those queues in CCP.
Please make sure that:
each virtual queue has an alias in CME and you are defining a queue by its alias in strategy builder
these virtual queues are registered with TServer (do you have nomorelicenses error in TServer log when VQs are registered?)
look in IR log, and see if you have EventQueued with virtual queue name for ThisDN.
does your statserver see the TServer with these vqs?
Does call really go that far in the strategy? Try attaching print or attach data to see if call really went into that branch…
I hope it helps you… Please tell me if this does not solve your problem.