Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Victory on April 01, 2011, 06:40:13 PM
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Hi,
Question, in my routing strategy, if no agents are available I play a queue message via Stream Mgr. The message basically states "thank you for calling, if you prefer to leave a message please press 1, or you may continue to hold. If I don't press anything, the music treatment plays, which is great and is suppose to happen. No problem there.
If I press 1, the call should route to a voicemail box. From the red port of the target block, I have an IF statement that checks for CED=1. Its not getting there. If I press 1, I hear the music treatment from the target block.
Any help would be appreciated.
thanks
victory
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You flow should be:
Entered > Ask for available agents > None available > Play Voice guide asking for what to do > Press 1 > Go to VM target
Entered > Ask for available agents > None available > Play Voice guide asking for what to do > Wait > Go to AG target
Entered > Ask for available agents > Available > Go to AG target
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Can you post you're URS log here please? I'm interesting in the RequestApplyTreatment message.
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sorry for the delay. I will
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Hi Victory,
You cannot use Play announcement and collect digits block in Selection block. Such configuration is not supported and any DTMF input will be ignored. The only way is playing a message with the options to the caller in the first step and queue the call afterwards if the customer wants to wait.
R.