Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: RoboGene on March 12, 2007, 08:30:06 AM

Title: virtual queue question
Post by: RoboGene on March 12, 2007, 08:30:06 AM

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

Title: Re: virtual queue question
Post by: René on March 12, 2007, 08:51:35 AM

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

Title: Re: virtual queue question
Post by: mark on March 12, 2007, 09:03:58 AM

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

Title: Re: virtual queue question
Post by: RoboGene on March 12, 2007, 10:19:19 AM

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

Title: Re: virtual queue question
Post by: René on March 12, 2007, 10:35:53 AM

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

René

Title: Re: virtual queue question
Post by: catanirex on March 12, 2007, 12:14:39 PM

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.

Title: Re: virtual queue question
Post by: victor on March 15, 2007, 12:24:04 PM

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!) :-[

Title: Re: virtual queue question
Post by: catanirex on March 16, 2007, 07:57:24 AM

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)

Title: Re: virtual queue question
Post by: S on May 03, 2007, 02:54:40 AM

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