Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: sbc279 on February 25, 2009, 06:51:03 PM

Title: Finding the number of active calls in a given queue via ActiveX
Post by: sbc279 on February 25, 2009, 06:51:03 PM

I'm trying to find the number of active calls using ActiveX in a particular queue (DN) that many extensions use.
I tried using TExtension11(Y).TQueryAddress(AddressInfoNumberOfAvailableAgentsInQueue), but always shows the correct number of available agents, agents logged in, but 0 for active calls.

Any suggestions?  Thanks

Title: Re: Finding the number of active calls in a given queue via ActiveX
Post by: cavagnaro on February 25, 2009, 07:13:01 PM

What do you mean by active calls? Calls in queue?

Title: Re: Finding the number of active calls in a given queue via ActiveX
Post by: sbc279 on February 25, 2009, 07:34:07 PM

[quote author=cavagnaro link=topic=3902.msg16961#msg16961 date=1235589181]
What do you mean by active calls? Calls in queue?
[/quote]

Correct.  An agent may be on a call in "queue-2", for example.  I'd like to query that queue (or DN?) to see how many agents were on a call associated with it.

Do I have to query each analyst's DN, or is there an easier way?  What extension type should I register with for such queues? TypeDN? TypeACDgroup? TypeQueue?  I've tried them all.

Thanks

Title: Re: Finding the number of active calls in a given queue via ActiveX
Post by: cavagnaro on February 25, 2009, 08:01:16 PM

?? That is imposible because the call has already been distributed from the queue to an agent extension.

Title: Re: Finding the number of active calls in a given queue via ActiveX
Post by: Adam G. on February 25, 2009, 08:39:35 PM

It sounds like you're thinking in Avaya mode where a call is always in a 'queue' until the ACW is finished. In Genesys calls cease to be in a queue once they've been sent to an agent.

Title: Re: Finding the number of active calls in a given queue via ActiveX
Post by: victor on February 28, 2009, 06:48:11 PM

[quote author=sbc279 link=topic=3902.msg16960#msg16960 date=1235587863]
I'm trying to find the number of active calls using ActiveX in a particular queue (DN) that many extensions use.
I tried using TExtension11(Y).TQueryAddress(AddressInfoNumberOfAvailableAgentsInQueue), but always shows the correct number of available agents, agents logged in, but 0 for active calls.

Any suggestions?  Thanks
[/quote]

Ok, few very quick questions:
1. do you have calls actually queued in that queue or are they already distributed to agent? If latter, your count of 0 is corrent.
2. is it a VQ or actual ACD queue? If so, is it Avaya?

Vic

Title: Re: Finding the number of active calls in a given queue via ActiveX
Post by: sbc279 on March 12, 2009, 03:03:58 AM

[quote author=victor link=topic=3902.msg17034#msg17034 date=1235846891]
[quote author=sbc279 link=topic=3902.msg16960#msg16960 date=1235587863]
I'm trying to find the number of active calls using ActiveX in a particular queue (DN) that many extensions use.
I tried using TExtension11(Y).TQueryAddress(AddressInfoNumberOfAvailableAgentsInQueue), but always shows the correct number of available agents, agents logged in, but 0 for active calls.

Any suggestions?  Thanks
[/quote]

Ok, few very quick questions:
1. do you have calls actually queued in that queue or are they already distributed to agent? If latter, your count of 0 is corrent.
2. is it a VQ or actual ACD queue? If so, is it Avaya?

Vic
[/quote]

Vic, Pavel is correct that I'm mixing Genesys vervbiage with CMS.  My apologies.

Yes, it is an actual ACD used with Avaya.  CMS calls them "Split/Skills"