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There's some uncertainty regarding about Incoming queue running for which "Direct Routing" is set

  • 1.  There's some uncertainty regarding about Incoming queue running for which "Direct Routing" is set

    Posted 22 days ago

    Hello,All

    I am currently using a translation service, so I do apologize for any grammatical, or translation errors. 
    Also, please forgive me if this isn't the correct place to ask this question.

    Please find below, First Setting details.
    ・Queue/Routing methods:Standard ACD
    ・Queue/Members(users):3 persons(userA, userB, userC)
    ・Architect/Routing/Preferred Agents:No Value
    ・Architect/Direct Agents:userA

    As a result of following steps
    1.Set 3 people(userA,userB,userC) to "On Queue"
    2.A customer calls an agent.
    3."userA" alerting interaction is displayed, incoming called, press "DECLINE" & "BUSY"
    result>"userB"&"userC" alerting interaction is not displayed, no incoming calls.
    ※"userB"&"userC" press QueueButton on and off, didn't change not displayed, no incoming calls.
    ------------------------------------------------
    Please find below, Second Setting details.
    ・Queue/Routing methods:Preferred Agent Routing
     Route to preferred agents with score greater than or equal to:score100
    ・Queue/Members(users):3 persons(userA, userB, userC)
    ・Architect/Routing/Preferred Agents:MakeList(MakeAgentScorePair(FindUserById("userB"),100))
    ・Architect/Direct Agents:userA
    As a result of following steps
    1.Set 3 people(userA,userB,userC) to "On Queue"
    2.A customer calls an agent.
    3."userA" alerting interaction is displayed, incoming called, press "DECLINE" & "BUSY"
    result>"userB"&"userC" alerting interaction is not displayed, no incoming calls.

    4.however,"userB" press QueueButton "Off Queue" and then press QueueButton "On Queue", After [3].
    result>"userB" alerting interaction is display, incoming calle.
    ※"userC" press QueueButton on and off, didn't change not displayed, no incoming calls.
    ------------------------------------------------
    Is the above working properly ?
    Kind Regards

    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Katsuya Yamasaki
    ------------------------------


  • 2.  RE: There's some uncertainty regarding about Incoming queue running for which "Direct Routing" is set

    GENESYS
    Posted 21 days ago

    Hello Katsuya,

    Hopefully someone with a better understanding of routing will be able to answer you, but I will look into this and get back to you soon



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: There's some uncertainty regarding about Incoming queue running for which "Direct Routing" is set

    Posted 21 days ago

    thank you Samuel,
    I am looking forward to future responses.



    ------------------------------
    Katsuya Yamasaki
    ------------------------------



  • 4.  RE: There's some uncertainty regarding about Incoming queue running for which "Direct Routing" is set
    Best Answer

    Posted 21 days ago

    The idea of direct routing is that use DID's can still be used without assigning them to a flow.  The Direct Routing allows you to specify what numbers that are assigned to users should have special handling like a message about recording.  Once you have it directed to a flow, here are examples of what you can do:  Direct routing overview - Genesys Cloud Resource Center

    From what you propose above, it seems like Preferred Agent might be considered over Direct Routing unless you use the backup settings for direct to get the queue for these other agents.  

    As for the queue setup, that is explained here:  Set up direct routing - Genesys Cloud Resource Center

    You setup routing to standard:  

    Be sure to setup the Direct tab in the queue as well:

     



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: There's some uncertainty regarding about Incoming queue running for which "Direct Routing" is set

    Posted 21 days ago

    thank you Robert,
    I took your advice and tried the following things.

    Please find below, "First Test Queue" setting details.
    ・Queue/Routing/Routing methods:Standard ACD
    ・Queue/Routing/Evaluation Method:Disregard skills, next agent
    ・Queue/Members(users):1 persons(userA)
    ・Queue/Direct/Backup Queue:"Second Test Queue"
    ・Queue/Direct/Assign to backup immediately:On
    ・Architect/Transfer to ACD/Routing/Preferred Agents:No Value
    ・Architect/Transfer to ACD/Routing/Direct Agents:userA

    Please find below, "Second Test Queue" setting details.
    ・Queue/Routing/Routing methods:Standard ACD
    ・Queue/Routing/Evaluation Method:Disregard skills, next agent
    ・Queue/Members(users):2 persons(userB, userC)
    ・Queue/Direct/Backup Queue:Blank
    ・Architect/Transfer to ACD/Routing/Preferred Agents:No Value
    ・Architect/Transfer to ACD/Routing/Direct Agents:No Value

    As a result of following steps
    1. Set 1 people(userA) to "off Queue" & "available"
    2. Set 2 people(userB, userC) to "on Queue"
    3. A customer calls an agent.
    4. "userA" alerting interaction is displayed, incoming called, press "BUSY"
    result>"userB"&"userC" alerting interaction is not displayed, no incoming calls.

    I imagine that after "userA" press "BUSY", "userB"or"userC" incoming calls, but this is different.
    I don't know much about "Direct Routing", so I will try to try this and that settings.
    If think of something good, please let me know.



    ------------------------------
    Katsuya Yamasaki
    ------------------------------



  • 6.  RE: There's some uncertainty regarding about Incoming queue running for which "Direct Routing" is set

    Posted 21 days ago

    It sounds like the agent is rejecting the call.  That will send the call to VM.  Is they just let the call ring for the timeout, it will ring the other two agents.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 7.  RE: There's some uncertainty regarding about Incoming queue running for which "Direct Routing" is set

    Posted 21 days ago

    I don't understand the frame of reference.
    What is actually happening "Is they just let the call ring for the timeout, it will ring the other two agents" ?

    The following things were tried.
    1. Set 1 people(userA) to "off Queue" & "available"
    2. Set 2 people(userB, userC) to "on Queue"
    3. A customer calls an agent.
    4. "userA" alerting interaction is displayed, incoming called, waited until time ran out.
    result>"userB"&"userC" alerting interaction is not displayed, no incoming calls.

    I might not have used it in the right way.



    ------------------------------
    Katsuya Yamasaki
    ------------------------------



  • 8.  RE: There's some uncertainty regarding about Incoming queue running for which "Direct Routing" is set

    Posted 20 days ago

    Under the Direct Tab in your queue setup, do you have another queue defined?  You can't overflow to the same queue since it will contain the Direct Agent attribute and not be assigned to the other agents.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------