virtual queue question

[RoboGene]

Dear Genesys experts,
I am in immediate need of your help. I have two sites. These sites are East_Coast and West_Coast. These two sites use genesys enterprise routing. There are two t-servers and one urs. There is routing point 98765 on both of these t-servers, and the same strategy runs there. We have v.q. vq_sellout inside that strategy. When a call enters vq_sellout@east_coast, we get eventqueued with vq_sellout@east_coast. When a call enters vq_sellout@west_coast, we get eventqueued with vq_sellout@west_coast. How can I have a count of 2 in vq_sellout? I thought v.q. can be a global queue seen from every tserver. Am I wrong?

Sincerely,
RoboGene

[René]

Hi,

The virtual queue is always assigned to particular TServer so in fact it can't be global. The easiest way to overcome that limitation is a DN Group. You can create a DN group of ACD Queue type and put your 2 VQs to that group. Then it's possible to monitor "global" traffic using that object.

Cheers
René

[mark]

As an addition to René's comment, it may be worth checking that you have the Group Queue reporting setup for your historical reports.
We had to add Group Queues to our environment as it was not a supplied report 'out of the box'.

Mark

[RoboGene]

Mark,
I like it this, but would it give me EventQueued with ThisDN = DN Group Alias?

[René]

No, it wouldn't. ThisDN in EventQueued reports the virtual queue not dn group.

René

[catanirex]

We usually define a VQ on only one switch, and then use it for all sites in a multisite.  I guess you can call it Global, since the single VQ will count ALL calls. For example, VQ_Support

Just be aware that TServer for the site where the VQ resides needs to be started in order to use the VQ.


Another solution is to use DNG as already described bu others.

[victor]

Catanirex,

I was pretty sure that you can only use Virtual Queue on the Switch you have defined it on.
Well, now I know better! 

(sorry if this post is a bit out of context!)

[catanirex]

Hi Victor,

Since it is the URS that handles and count the calls on a VQ, it does not matter where it is defined.

(Just keep in mind that the TServer needs to running)

[S]

Create a DN group in CME and include these two VQs in it and take stats on this DN group.
Hope this helps.