Genesys Cloud - Main

Hi Team,

We have one business requirement as below.

For DNIS no: 1234XXX adjust max acceptance calls to 5, i.e. when call receiving >=5 calls, then, play busy prompt to ask caller call again later, then end the call.   

Please suggest the logic, how this can be achievable.

Thanks,

Sharad

#ArchitectureandDesign
#Telephony

------------------------------
Sharadkumar Pujari
AIG Global Operations, Inc.
------------------------------

Hi Sharadkumar,

you will have to create a data action that is using POST /api/v2/analytics/queues/observations/query . After that you can use this data action in Architect to get the number of waiting customers. Then a switch- / a descion-block should do the job.

Best regards
Christoph

Body for request:
{
  "filter": {
    "type": "and",
    "clauses": [
      {
        "type": "and",
        "predicates": [
          {
            "type": "dimension",
            "dimension": "queueId",
            "operator": "matches",
            "value": "${input.queueID}"
          },
          {
            "type": "dimension",
            "dimension": "mediaType",
            "operator": "matches",
            "value": "voice"
          }
        ]
      }
    ]
  },
  "metrics": [
    "oWaiting"
  ]
}

------------------------------
Christoph Domaschke
CRONBANK AG
------------------------------

Hi Christoph,

Thanks for your response.

I will try this logic.

Thanks,

Sharadkumar

------------------------------
Sharadkumar Pujari
Accenture Solutions Private Limited
------------------------------

Original Message:
Sent: 07-08-2024 02:32
From: Christoph Domaschke
Subject: Can we adjust max acceptance calls to 5 for the particular DID in Genesys cloud.

Hi Sharadkumar,

you will have to create a data action that is using POST /api/v2/analytics/queues/observations/query . After that you can use this data action in Architect to get the number of waiting customers. Then a switch- / a descion-block should do the job.

Best regards
Christoph

Body for request:
{
  "filter": {
    "type": "and",
    "clauses": [
      {
        "type": "and",
        "predicates": [
          {
            "type": "dimension",
            "dimension": "queueId",
            "operator": "matches",
            "value": "${input.queueID}"
          },
          {
            "type": "dimension",
            "dimension": "mediaType",
            "operator": "matches",
            "value": "voice"
          }
        ]
      }
    ]
  },
  "metrics": [
    "oWaiting"
  ]
}

------------------------------
Christoph Domaschke
CRONBANK AG
------------------------------