How CTI works when there is multiple calls and the agents are busy on other calls?

Mar 12, 2013 at 11:12 AM
hi,

I have a query that if all the agents are busy on calls and there are multiple calls waiting in a queue:-
  1. How is this handled by CTI system?
  2. How the calls are routed to the agents who become available?
Any kind of help is appreciated.Thanks in advance
Mar 12, 2013 at 12:27 PM
hi,

as far as i know, this isnt a problem located in the cca domain. the cca provides a cti interface with the agent state manager for agent status etc. but the call routing (dependent on an agent status and its skills etc.) have to be done in an external (acd) solution.

for detailed infomation consider reading matts blog post: http://blogs.msdn.com/b/mbarbour/archive/2010/05/27/understanding-and-using-cti-in-uii-cca.aspx

please correct me if iam wrong

regards

niklas
Mar 12, 2013 at 1:28 PM
ndi wrote:
hi,

as far as i know, this isnt a problem located in the cca domain. the cca provides a cti interface with the agent state manager for agent status etc. but the call routing (dependent on an agent status and its skills etc.) have to be done in an external (acd) solution.

for detailed infomation consider reading matts blog post: http://blogs.msdn.com/b/mbarbour/archive/2010/05/27/understanding-and-using-cti-in-uii-cca.aspx

please correct me if iam wrong

regards

niklas
Hi niklas,

Thanks for your reply.

I have gone through the link earlier that you have provided, but i haven't got much information related to my query.Can you please help me with what exactly is the logic behind that.Also i am not clear about the external solution.

Regards,

Vishwa
Mar 12, 2013 at 1:30 PM
ndi wrote:
hi,

as far as i know, this isnt a problem located in the cca domain. the cca provides a cti interface with the agent state manager for agent status etc. but the call routing (dependent on an agent status and its skills etc.) have to be done in an external (acd) solution.

for detailed infomation consider reading matts blog post: http://blogs.msdn.com/b/mbarbour/archive/2010/05/27/understanding-and-using-cti-in-uii-cca.aspx

please correct me if iam wrong

regards

niklas
Hi niklas,

Thanks for your reply.

I have gone through the link earlier that you have provided, but i haven't got much information related to my query.Can you please help me with what exactly is the logic behind that.Also i am not clear about the external solution.

Regards,

Vishwa
Mar 12, 2013 at 2:07 PM
ndi wrote:
hi,

as far as i know, this isnt a problem located in the cca domain. the cca provides a cti interface with the agent state manager for agent status etc. but the call routing (dependent on an agent status and its skills etc.) have to be done in an external (acd) solution.

for detailed infomation consider reading matts blog post: http://blogs.msdn.com/b/mbarbour/archive/2010/05/27/understanding-and-using-cti-in-uii-cca.aspx

please correct me if iam wrong

regards

niklas
Hi niklas,

Thanks for your reply.

I have gone through the link earlier that you have provided, but i haven't got much information related to my query.Can you please help me with what exactly is the logic behind that.Also i am not clear about the external solution.

Regards,

Vishwa
Mar 17, 2013 at 4:16 PM
Hi, Vishwa

It depends on which CTI system you are using with CCA. The answer to your question is not CCA dependent, the call routing mechanism is typically handled by the CTI system which you would be implementing. For e.g. In case of Avaya, its Avaya ACD server which would handle this.

Regards,
Murtaza