PureEngage On-Premises

Other than querying CME, which has proven to be a very roundabout, unreliable and awkward way of doing so, is there another way to find out the virtual queues an agent can get calls from? Can we get it from the TServer or Stat server, or some other?

You can get it from T-Server event 'EventRinging' or 'EventEstablished' and attribute 'ThisQueue'

Thank you Lakshmikanth. We were thinking about that but unfortnately it will only tell us the VQ for that call. What we need is the list of all queues that agent can receive calls from.

Eric,

By design, agent can get calls from any virtual queue configured in the system. Can you clarify your requirement?

Regards,
Lucky

In CME, in transactions, we have lists called 'CallType to Skill Mapping'. In the annex tab for those lists there is a section with Skill, VAG and VQ defined. From what I understand that is how Agents get calls from the VQ - by having a skill defined there. Currently we are querying CME using COM to get that information, but I am looking for a better way. I was hoping some Genesys component somewhere is already figuring that out and we could query it rather than crawling around in CME.

I think that is the only way to do the mapping. From the list object, take VAG and VQ mapping and list agents from VAG.

As I mentioned earlier, can be routed to an agent from any virtual queue and like in your case, customers define mapping in List Objects or DN Annex options. Hence, it is not directly available from any Genesys component.

I can accept that it is not directly available from any Genesys component, but that is a real shame. Now we have to dupilcate this business logic and if it ever changes then there are going to be issues.