call waiting

[Rhonda]

Hi,

appreciate help/info on how to program for call waiting at the softphone.

I want to program a call waiting button on the softphone to function the way liked it is on the hardphone. Can this be done if I am routing to specific extension instead of to ACD positions? What are the APIs that serve this purpose?

thanks.

[Dave]

This will depend largely on what switch you are using. When you talk about "call waiting", are you referring to another call coming in on the same line, using either a central office call waiting capability (or other similar capability provided by the switch)? Or are you referring to a call coming in on another line while they're on an existing call?

The biggest challenge you'll run into is that most switches limit the number of extensions which may be programmed to be controlled by Genesys. In a Nortel environment, for example, you can only have the Position ID and ONE extension DN programmed as AST keys, which means the softphone cannot control a second extension if you're routing to the first extension (because the position ID *must* be one of the keys that is monitored).

Can you provide some more detail about what you're trying to do?

[Rhonda]

Thanks Dave,

The call waiting indicator on the hard phone does these:
when on an acceptable number of calls waiting
when off few or no calls waiting
when slow flashing calls are backing up in the queue
when fast flashing the queue is overloaded

we are using a Nortel Switch, and we can't get this feature at the hardphone now because we are routing to specific extensions instead of ACD positions. So we are now trying to program this feature on the softphone to tell the CC team leaders that there are waiting calls. Can this programming be done at the softphone level and what are the APIs/tools that I can use?

thanks for your help.

Cheers.

[Victor]

Well, it is pretty easy (a bit crude though).
What you do is observe the virtual queues for EventQueued and EventDiverted to calculate the number of calls in a queue and you can broadcast it to the client.

Take a look at description of Rabbit Ears, the freeware from online developer group.

I wonder if there are better ways of getting number of calls in queue without purchasing SLib.

Cheers,
Vic