Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: JJR on April 05, 2011, 11:26:42 PM

Title: Reg: Call Routing
Post by: JJR on April 05, 2011, 11:26:42 PM

Hi,

One agent is not receving the calls though he is logged into smartphone and in ready state. Other users able to receive the calls with same skill and configuration as the agent not able to receive the calls. Could you please let me know how can we fix this issue.

Any information will be appreciated.

Thanks - JJR

Title: Re: Reg: Call Routing
Post by: Timur Karimov on April 06, 2011, 06:47:48 AM

Do you read about standard RONA capatibilities ?

Title: Re: Reg: Call Routing
Post by: fnunezsa on April 06, 2011, 03:42:55 PM

Can you provide more details? Call flow? Routing strategy design? It seems like you sttrategy is not identifying that agent as a possible target. You should look at your URS logs to figure out why. Have you tried routing to that agent's place, meaning a simple strategy that targets that agent's place?

Title: Re: Reg: Call Routing
Post by: Steve on April 06, 2011, 03:55:54 PM

Restart your T-Server and Routing Stat-Server. We find this happens quite a lot, especially when an agents config has been changed.