Enhancing Genesys Agent Desktop

[Gremlin]

I have a opportunity who will be using Genesys Express with GAD for outbound and inbound voice.

They require us to include a function button within the GAD, to enable Agents to launch their Customer Web application with a single click by passing in the customer ID or reference Number [e.g for illustration purposes only, http://customerwebportal.aspx?ID=S1224566H&CNO=8899]. i.e. On-click, Genesys Agent Desktop will launch the necessary web page with the appropriate customer details as the screen pop. Note: the Genesys Agent desktop and the Customer’s web application are 2 separate applications on separate windows (not embedded).

• Is this configurable within GAD or requires programming (and thus GAD source codes is required?)
• In your opinion how much time / man-days would be required for such an enhancement


thanks in adance!!
ongkj

                                                 

[René]

Hi,

Requested customization could be easily implemented using GDesktop Customization API. There is a sample of such screen-pop described in the documentation - Genesys Desktop 7.x Developer's Guide. Customization consists of two steps - creating XML document where customization (new button) is defined and custom JSP page that will retrieve required parameters (customer id, reference number etc.) from interaction's UserData and pass these to Customer Web application.

Required time for implementation? Hard to say as it depends on experience of person who will do it. I would say from few hours (expert) to several MDs (novice without knowledge of Genesys and minimum Java programming skills).

R.

[Gremlin]

thanks for your reply

1. can customization from GAD be done in .NET ?
2. do I have to purchase any Genesys SDK license for this kinda "minor" customization?

thanks!
ongkjp

[cavagnaro]

GAD is JSP
No license is required. Read GAD developer guide and see the Customization section

[jchacon]

I'm sending attached customization samples.


Added by Victor: I have to remove the sample files since it is Genesys copyrighted material. It is annoying, and probably would not hurt anyone if we kept them, but since Genesys is adamant about ot allowing any of their manuals or samples go public, I have no choice but to comply.