ACD Question

[mfalomir]

I dont know if it makes sense But I would like to know if its possible that when a call is recieved in my ACD, to keep its state IDLE for a short period of time. I was hoping that I could so that within my Vector, but I guess it's no possible

Thanks in advanced!

 

[marcell55]

Can you expand on your question and possibly give an explanation of why you want this? Do you want the call to wait a few seconds before it hits an agent?

We usually use a "wait" command in vectors to hold a call, but it has to be used before the "queue to" command. Once a call hits a "queue to" command, it will go straight to an available agent.

 

[mfalomir]

Hi, thanks for your reply... Yes, in my vector a call to a wait for 1 sec before the call it's queued to the skill, the problem is that Im developing ann app that monitors acd calls, and when one call is received I want to check, before queueing it, if the caller number does not match with our Jokers Data Base, and the reason why I would like to keep it IDLE for a moment is to be able to redirect the call after the query, and since the calls no matter if its on a wait for a lot of seconds its state remains in ACTIVE or CONNECTED, and I cannont redirect an active or connected call...

I dont know If i explain it correctly

Thanks!

 

[marcell55]

Usually we we do that via an "adjunct route" request. That would require a CTI link of some sort (via a MAPd board, CVLAN, etc.) and then in the vector we say "adjunt route link 1". That makes a routing request to the CTI Server and will allow the CTI Server to grab the call and re-route it.

 

[mfalomir]

Oh ok, I test it with adjunct a while ago but since was not reflecting anything at my ct app I put it aside So, I have to have some sort of listener to know when a call is passed to my CTI Link...am I right ?

 

[marcell55]

You should be monitoring the VDN that the caller will be in. Then the vector should say...

"adjunct routing link x"
"wait 5 secs hearing ringback" (this is necessary)
"queue to skill xx" (this is what happens if you're link fails.

 

[mfalomir]

Nice, so that way how long does it take to move to step 2 ?

 

[mfalomir]

Hehe I test it, and at least a got a different Exception Something about privileges

Exception: com.avaya.jtapi.tsapi.TsapiPrivilegeViolationException: CSTA Error: 9

So, when a call goes to the adjunct, when step 2 is executed ? After the cti finishes processing the call ? Im kinda confused

Thanks for you help! I really appreciate it

 

[wtdurkin]

You may wnat to explore 'vector routing tables', depending on what Definity model you have, and the number of jokers numbers to check. If feasible, then use a 'goto' step

goto step x if digits in table 'y'

use this before queuing or to route call to somewhere else

G3si's have 10 tables with 100 entries; G3r's have 100 tables with 100 entries.