diverting calls in queue of an ACD group 1

[cuneyt2020]

Is it possible to divert calls on a queue of an ACD group to a new number? by the help of any service codes such as *21* ...etc?
Or is there any other way to do it?

Rgrds.

 

[lalrl]

With MD you have no chance. If the decision is made by MD to bring the call in a gh- or ACD-queue there is only "Happy End" or hook on by the caller.

Only a serverbased ACD-System linked via App.link can help.

 

[whosrdaddy]

cuneyt, I suppose this is possible with genesys/AL...

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What You See Is What You Get

 

[fcpli]

What about overflow when the queue is full? This works definitely. Or maybe you don't mean this?

 

[cuneyt2020]

Hi whosrdaddy,
Yes it's possible with Genesys, but the problem is ,when sometimes genesys t server is down, CTI group can have lots of queues,and customers wait forever, till i should divert these calls to a new acd group.
So why i need to divert the "queue calls" is because of Genesys problems. So genesys diversion scenario is useless for me.. And i think it's not possible with md110. What about Application Link ncsta tool? Is it possible to do it with ncsta tool of Application Link?
Rgrds

 

[Isinor]

Hi,

Could you use the ACD Group’s SEL digit 3 = 0 "Over Flow" when no members available with a CDINI? Not sure if the CTI/Applink is able to signal no members?

Just a thought...


Regards
Isinor

 

[cuneyt2020]

Hi Isinor,
For genesys t server, we use a CTI group which is nearly same as ACD group. This ACD group is a group which has no ADN members, defined on it. And genesys, monitors this group and diverts the calls to the right agent. So there is no member on a CTI group... When Genesys is down the customers on queue are not overflowed to any other direction.It's valid for only the new calls which arrived to this CTI group.

But i checked the nctatool escape services and saw nothing about queue of ACD groups
I think it's impossible for MD to do it.
Rgrds.

 

[mundus]

Hi, it's possible to assign members to a CTI group and if one of them logon to this group he/she will gets the call, instead of the CTI group.

 

[lalrl]

No. In CTI-Groups you can not have members. But a CTI-Group can have a normal cdini. If external application is down and CTI-group is not longer monitored cdini is working - but only then. So caller will not wait forever like cuney tells us. If monitorpoint is lost and you have no cdini, then cti-group is not reachable. Interesting to know is, what happens, if call is already placed in queue and in this moment T-Server fails...?!

 

[cuneyt2020]

Hi lalrl,
In genesys there are two services related with this issue. One of them is URServer and the other one is Tserver services.
When UR(UniversalRouting) Server is down, the calls in routing point queue, wait forever and No CDINI is working.If in this case T server-service is down then CTI group is no longer monitored by genesys and so the calls are routed to CDINI direction. But in this case, if you have 10 customers waiting at that time , they can not divert to CDINI direction. They wait forever. It affects only the new calls after CDINI works..
Your last sentence is the case...

"what happens, if call is already placed in queue and in this moment T-Server fails...?!"

This is what i want to tell. These calls wait forever till they abandon.

By the way, now i am testing the CTI group with adding member on it. I added one ADN on it. observe it and saw no problem. But i'm not sure if Genesys routing strategy will be having problem about this CTI group.

If routing point works without any problem, then i'll thank to mundus for his help Because this will be a solution for us.

 

[cuneyt2020]

Hi mundus
it works without any problem . Now CTI group is used for Genesys, but also has ACD member on it.
Normally agents log in to CTI desktop and they log in to ODN and when any problem occurs in genesys side, they can log in manually to the routing point(CTI-group)'s ADN and it works properly
Thanks a lot