Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Adam_W on June 19, 2011, 11:03:37 AM

Title: Blending - Reserved Agents
Post by: Adam_W on June 19, 2011, 11:03:37 AM

OCS has an option called "progressive_blending_reserved_agents", which allows the specified number of agents who are in progressive dialling mode to be kept available for inbound traffic.

This is useful, but is there any way to configure something like this for each individual campaign, i.e. to choose a different value for different campaigns?  It seems like different areas of a business would have different requirements for blending, depending on their call volumes.

Title: Re: Blending - Reserved Agents
Post by: cavagnaro on June 19, 2011, 03:05:26 PM

Yes, just create the option on the agent group (Annex tab) on OCServer or default section. Check deployment guide.

Title: Re: Blending - Reserved Agents
Post by: Adam_W on June 19, 2011, 08:19:50 PM

Ah nice, thanks.  I did check the deployment guide but overlooked the fact that the option is part of the campaign-group level options section!