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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: New... on June 29, 2011, 04:02:26 PM

Title: Calls entering the exit block after target block timeout
Post by: New... on June 29, 2011, 04:02:26 PM

Hi,

We are using target block and given timeout of 10 secs. If no target available, we are assigning priority and looping for 5 times the target block. In that case, the callers can wait in queue for 50 secs and once it reaches 5 times, we are exiting the strategy. In this case, which queue stat gets incremented (abandoned/forwarded/cleared) and RP/queue entered would be 1 or 5?

Title: Re: Calls entering the exit block after target block timeout
Post by: cavagnaro on June 29, 2011, 07:28:27 PM

distributed.
But distributed to where?? where does the red port takes the call? On outbound would be dropped call

Title: Re: Calls entering the exit block after target block timeout
Post by: fnunezsa on June 29, 2011, 11:46:24 PM

[quote]which queue stat gets incremented (abandoned/forwarded/cleared)[/quote]
cleared

[quote]RP/queue entered would be 1 or 5[/quote]
Depends on the stat you're using. If you're using Total_Entered then the value will be 5, but if you're using Total_Calls_Entered

Title: Re: Calls entering the exit block after target block timeout
Post by: cavagnaro on June 30, 2011, 02:23:40 AM

Cleared calls are only valid for Virtual Queues. Routing Points don't generate such ones.