t-lib SDK specialists...help

[Genecist]

I have a question regarding using the t-lib sdk to monitor for an agent login on a hard phone.

I know that it's possible to regester a DN of type AddressTypeDN and receive an EventAgentLogin event, and then get the id of the agent that logged in to a hard phone represented by the registered DN.

But is the 'flip' side possible?

That is, is it possible to register a DN of type AddressTypeAgentID and get a EventAgentLogin event for that agent DN in order to retrieve the hard phone extension that the agent logged in too?

I've done numerous code experiments and I've never been able to receive EventAgentLogin on a DN of type AddressTypeAgentID...which seems pretty silly.

Any help is appreciated.

[mmiriad]

Dear Genecist,

thank you for your help with my queue question earlier on. Let me see if I can help you with yours...

Genesys operates strictly on DN-basis. This means that all events have to be originated on DN.
I have also tried to use AddressTypeAgentID in order to track agents using their Agent IDs but it would not work. What did you get AddressTypeAgentID to work with?

M.M.

[Genecist]

Our call centre desktop software uses agent ID DNs to raise user events (TSendUserEvent) specific to a logged in agent.

For example, we have more than 1 CTI application on the agent's desktop, all of which register against the agent's ID DN, and we do some message passing between the applications via user events raised on the agent ID DN (AddressTypeAgentID).

But I wish if was possible to do more than user events on the agent ID DN.

IMHO, all the events that pertain to an extension DN should also apply to the agent ID DN if that agent is logged into the extension DN.

It would certainly make my life easier for some of the custom CTI software I write and maitain.

[victor]

Genecist,

a quick follow-up: so, it is not possible to retrieve logged in if you know agent id using AddressTypeAgentID?
I am also in need of querying DN based on Agent ID, but cannot figure out how.

The only other way of doing it would be using Status table and I really do not want to use it, because it is not updated realtime.

Best regards,
Vic

[Genecist]

It is possible to solicit the login status of an agent by registering the agent id:

TRegisterAddress(hTServer,
pszAgentDN,
ModeShare,
RegisterDefault,
AddressTypeAgentID,
NULL))

and then doing a Query address on the agent id *after* you get the EventRegistered for pasAgentDN like this:

TQueryAddress(hTServer,
"",
(TDirectoryNumber) pszAgentDN,
AddressTypeAgentID,
AddressInfoAgentStatus,
NULL)

This will raise an EventAddressInfo event, and the extension that the agent is logged into can be found in:

event->OtherDN

of the event structure.

This is all fine and dandy *provided* the agent is logged *in*.

But, if the agent is *not* logged in, event->OtherDN is empty.  And you won't get an EventAgentLogin event when the agent comes along and logs into their hard phone.  Of course, you could put the above code into a polling type of scheme to get the extension once the agent does log into their hard phone...but I'd rather not do that.

One of my clients requires their agents to manually log into their hardphones because they don't use a softphone on the agent desktop.  We get around the above limitation by employing a daemon that registers all extension DNs and sends user events to the agent id DNs upon login, blah, blah, blah, blah...too many details to get into here.

At the end of the day, I'd like to get rid of this background deamon and replace it with a scheme that would allow our cti desktop software to detect an agent login by only registering their agent id DN with TServer.

Man, it's hard to write this down...hope it makes sense.