want to route call to one agent or respond with a standard message

Genesys Cloud Routing
1

Hi guys

We want to have this possibilite to choose :
-at the call respond one of the agent
-or at the call responde with a standard message

Can you tell me who i can do the second step.
I want to dont have disconecting call if we responde with the message.
I try to route to a dummyagent with a virtual queueue but the call is count like one call disconecting.

We have sipserver with stream manager.

2

Hi,

Playing any message (treatment) is possible from routing strategy. And it’s possible as well to place this call to VQ to be counted as Entered (and Cleared afterwards).

I don’t understand what you mean by “I want to dont have disconecting call if we responde with the message.”. Sorry.

R.

3

Hi Rene

I want what you write : to play the message from strategy , to place this call to VQ to be counted as Entered (and Cleared afterwards).
Who i can palce this call to a VQ as Enterd and clear after?

This is what i do:
I try to play the message from strategy in a target selection .
In the tab Busy i set “Use treatmant” and i add the treatment.
In the tab Target Selection i try to find an agent=dummyagent and i use the specific VQ.
I set also in this tab “Clear Target” and the Timeout=with the length of message

This call is counted in Entered like i want.
Bunt the problem is that this call is counted also in disconected.—this i dont want:(

2 Likes
4

Hi,

To make your life a bit easier :wink: - you can use ‘Play Announcement’ block with checked ‘Wait for treatment end’ option so you don’t need to enter treatments duration. Then you can use either Target Selection block or SelectDN function to count your call on selected VQ.

What do you mean that call is counted as disconnected? Do you know what statistic is used for this report?

R.

5

This what you’re after?

SelectDN[‘Target Virtual Queue Name’,‘’,‘StatTimeInReadyState’,StatSelectMax,‘Dummy Agent’]

Play Announcement

ClearTargets[‘Target Virtual Queue Name’]

6

Yes al of this calls is counted like enter and also like diconected.
The statistic it is real time on VQ.

In CCPulse i see this:
The statistic name = disconn, statistic type=Totall_Calls_Cleared, Insensitivity=1 , Interval Type =Growing.
Statistical type Definition:

Category=TotalNumber
Subject=DNAction
Main Mask=CallCleared

In StatServer for Totall_Calls_Cleared i see:

Formula=DistByConnID
MainMask=CallCleared
Objects=GroupQueues, Queue, RoutePoint
Subject=DNAction

1 Like
7

I try also with this:

SelectDN[‘Target Virtual Queue Name’,‘’,‘StatTimeInReadyState’,StatSelectMax,‘Dummy Agent’]

Play Announcement

ClearTargets[‘Target Virtual Queue Name’]

But the same result.
Maybe the statistic is the problem.

1 Like