Genesys Engage on-premises

 View Only
Discussion Thread View

  • 1.  Dynamic Agent Assignments

    Posted 01-08-2024 01:42

    Hi All,

    I need sample configuration for Dynamic Agent Assignment to transfer the agents between 2 different progressive campaign automatically.

    I have tested 1 agent with 2 progressive campaign but only received the high priority campaign, the lower priority campaign record status is Retrieved but not call.

    The OCS log show the record Waiting_Agent.

    14:40:48.118 CampaignGroup(131) (CMP_EB_Telecollection@VAG_EB_Telecollection): CampGrMsg: OCS version: 8.1.507.08;  WorkTime: 13391;
        GroupDBID: 367; GroupName: VAG_EB_Telecollection;
        CampaignDBID: 126; CampaignName: CMP_EB_Telecollection;
        Queues: VQ_EB_Telecollection@SIP Switch(VQ); VoiceDest: 2024@SIP Switch(RP); TrunkGroup: TG_Outbound@SIP Switch(TG); 
        VoIP ready
        Status: Running Progressive WAITING_RECORDS WAITING_AGENTS
        Chains - Created: 1; Deleted: 1;     Records - Created: 1; Deleted: 1;
        Group Configuration - Type: AgentGroup/Virtual;
        Dialers: Active: SIP Server(108, type 1); PersonalClbk: SIP Server(108, type 1)
        Dialer switch: SIP Switch(103, type 72)
        Record shortage:  99.9% of time


    #GenesysEngagePremDev
    #Outbound

    ------------------------------
    Chong Chun Hong
    Individual Only Contact Account
    ------------------------------


  • 2.  RE: Dynamic Agent Assignments

    Posted 02-20-2024 16:30

    Have you configured the agent-reassignment-if-waiting-records value to true on the campaign group or application?

    OCS Option Descriptions (genesys.com)



    ------------------------------
    Jason McLennan
    Commonwealth Bank of Australia
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources