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Offline pspenning

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Automatically Mark Call as done in GAD
« on: June 30, 2008, 03:32:33 PM »
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Good Day Everyone,
We are starting to use and configure GAD but already have an application that takes care of caller notes and call disposition etc.  We are using GAD to pass data to this application and support screen pops.  At the end of the call we would really like to be able to automatically mark the call as done so the agent can use the other application to enter notes on the call.  How might we accomplish this.  I appreciate all responses.

Genesys 7.5

Thanks,
Perry
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Offline cavagnaro

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Re: Automatically Mark Call as done in GAD
« Reply #1 on: June 30, 2008, 03:49:11 PM »
By default not possible, however someone post a code I believe, search on previous posts.
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Offline pspenning

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Re: Automatically Mark Call as done in GAD
« Reply #2 on: June 30, 2008, 03:55:10 PM »
Thanks,
I did some searching (and am still searching) but with as busy as this forum is, perhaps I didn't go back far enough.  I will keep looking.  I appreciate it.

Perry
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Offline cavagnaro

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Re: Automatically Mark Call as done in GAD
« Reply #3 on: July 01, 2008, 02:25:52 AM »
funny, I can't find it neither...I'm sure there was a post...
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Offline daveg

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Re: Automatically Mark Call as done in GAD
« Reply #4 on: July 01, 2008, 09:52:33 AM »
I tried asking for this as a feature request in January 2006...............

"Since this functionality can be achieved via simple customization, there is no plan to add this as an option in GAD. The Feature Request was declined by Product Management."
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Offline daveg

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Re: Automatically Mark Call as done in GAD
« Reply #5 on: July 01, 2008, 09:57:34 AM »
I found this which I think came from Genesys at the time, but whether it's any use I don't know.
To be inserted in "the right place"


<%@ page language="java" import="com.genesyslab.ail.*, java.util.Hashtable" buffer="none" contentType="text/html; charset=utf-8" %>
<%
AilFactory factory = AilLoader.getAilFactory();
Interaction interaction = factory.getInteraction((String)request.getParameter("custom_idInteraction"));

try {
    interaction.markDone();
} catch(Exception e) {
}
%>
<HTML>
  <HEAD>
  </HEAD>
  <BODY>
  </BODY>
</HTML>
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Offline pspenning

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Re: Automatically Mark Call as done in GAD
« Reply #6 on: July 01, 2008, 12:26:04 PM »
Thanks!
That looks like it would work...  From what we have gathered, "The Right Place" would be somewhere just after the "Do Disconnect"....  But of course, as soon as I posted this question, we decided that this was worth leaving as is since we have multiple call centers and it would be usefull for the majority of them...  Thanks for the posts though.  This is great info!

Now I just need to figure how to do a lookup on a transaction list.  The help files in IRD are worthless when it comes to list objects...  ;D

Thanks again!
Perry
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Offline pspenning

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Re: Automatically Mark Call as done in GAD
« Reply #7 on: July 01, 2008, 01:23:23 PM »
OK...  I don't feel so smart right now.  Perhaps the help file in IRD would work better if I put in the right search term...  I found exactly what I was looking for and it worked like a charm...
Thanks!
Perry
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Offline charpdy

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Re: Automatically Mark Call as done in GAD
« Reply #8 on: June 09, 2009, 12:24:55 PM »
Hi.

Can anybody tell in which file the "right place" is
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Offline cavagnaro

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Re: Automatically Mark Call as done in GAD
« Reply #9 on: June 09, 2009, 04:12:03 PM »
Check the GAD customization guide and you will find the information you need.
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Offline charpdy

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Re: Automatically Mark Call as done in GAD
« Reply #10 on: June 10, 2009, 08:52:21 AM »
Sorry Cav. i tried looking there but i can't figure it out. Should i put it in the custon.xml ?
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Offline Gulden_NL

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Re: Automatically Mark Call as done in GAD
« Reply #11 on: June 11, 2009, 07:43:12 AM »
Cav,
I didn't find a point in the GAD customization guide regarding this.

Can you point them to a page?

This goes back to my non-stop, 14 yr gripe about Genesys' documentation.  I have an all hands Genesys call regarding this next week.......  :)>

Seems the Genesys folks can't (or won't) type.  ;D
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Offline René

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Re: Automatically Mark Call as done in GAD
« Reply #12 on: June 11, 2009, 11:48:09 AM »
Hi all,

Genesys documentation isn't the best one but I know much worse... And specially this topic has nothing to do with bad documentation. The sample is pretty clear - it is sample JSP page showing code used to mark done an interaction. If you want to use that page then you have to deploy it = customize GDesktop = create custom.xml file, define new button/menu item etc. pointing to that page and deploy it. That's it!

R.
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Offline cavagnaro

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Re: Automatically Mark Call as done in GAD
« Reply #13 on: June 11, 2009, 02:19:17 PM »
Sorry missed this post, yes, as René says, the custom will trigger a jsp file and do whatever you need there.
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Offline Gulden_NL

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Re: Automatically Mark Call as done in GAD
« Reply #14 on: June 11, 2009, 04:13:02 PM »
Sorry guys, but no help here for the original poster, nor me.  I just reviewed 76gd_dep_dtop.pdf and 76gd_dev_dtop.pdf  and cannot find an example for this 99.9% of the time requirement.
A logical place to include it would have been in the deployment guide's "Configuring the Disposition Code" but nope.

Rene', my concern about Genesys is that they place zero value on knowledge sharing across hundreds/thousands of customer deployments.  All too often we stumble upon an issue, spend US$100,000 on resolving it, only to find out weeks later that Genesys ran across this 1 year prior and their own people knew nothing about it.

So I'll re-post my question asking for help for the original poster - what file is this in and what page?  I cannot find it and it is a requirement for 99.9% of all GAD deployments.  If I have to search for this as a custom requirement, then their documentation stinks.  And it does..... :(
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