Queue Hold Position of a Caller

[Timur Karimov]

Meanwhile I had an answer from  Genesys Tier:
"
Such functionality is not supported.

For callback functionality the customer needs to implement Voice Call Back (VCB) solution or Virtual Hold Technology (VHT). The customer might need to contact their Genesys Account team for more details on that.


We can not/Will Not give details of this to you and If you implement this in your environment you will not be able to log any SR's for TServer or URS as you will be using unsupported functionality.
"

Have a nice day =))))))) ROFL

[cavagnaro]

But isn't it VCB? Or what in the heck is VCB then?

[smile]

obviously vcb was prohibited because of one well-known patent troll, but apparently wasn't disabled in urs
It looks interesting, but i would prefer to use documented and supported features like ORS.

[cavagnaro]

Patent? can you illuminate us?
ORS? ?? How is that...ORS is nothing else than a VXML engine for URS...so...what it can do for VCB?

[smile]

cavagnaro, the main difficult of vcb solution is in patent named "Method for returning inbound calls", you can google it using number: WO 1997001917 A1. this patent was issued at 1996(!).

how do you think why other companies (like genesys and avaya) killed their own solutions and started to offer 3rd party system with ugly integration?

more over, to tell the truth,vht solution doesn't keep call in queue. it just get EWT time, drop the call and when time is finish make callback, assign maximum call priority and put new call at the top of queue. that's all and without any street magic 

[smile]

and a few words about ORS. just check callflows for mobile engagement solution, probably you'll find interesting scenario. For example - "Advanced Outbound Requests".
Or use SSG as the easiest way to initiate call.

[cavagnaro]

[quote author=smile link=topic=7860.msg34561#msg34561 date=1373898958]
cavagnaro, the main difficult of vcb solution is in patent named "Method for returning inbound calls", you can google it using number: WO 1997001917 A1. this patent was issued at 1996(!).

how do you think why other companies (like genesys and avaya) killed their own solutions and started to offer 3rd party system with ugly integration?

more over, to tell the truth,vht solution doesn't keep call in queue. it just get EWT time, drop the call and when time is finish make callback, assign maximum call priority and put new call at the top of queue. that's all and without any street magic 
[/quote]

interesting information! Thanks! I guess I'm not that old on the CTI world to know this
I will never understand how a so generic idea can be "patented"...I mean, we can even patent almost every clever solution we design? Bah

Anyway, about VHT yeah, I analyzed it too in a demo they did to a customer a long time ago and was a joke...couldn't see the benefit of the PRICE they asked for.

[cavagnaro]

[quote author=smile link=topic=7860.msg34562#msg34562 date=1373899436]
and a few words about ORS. just check callflows for mobile engagement solution, probably you'll find interesting scenario. For example - "Advanced Outbound Requests".
Or use SSG as the easiest way to initiate call.
[/quote]

Would like to but still no luck to have that on my hands...I bet Pavel will be very fascinated haha

[Fra]

[quote author=smile link=topic=7860.msg34561#msg34561 date=1373898958]
cavagnaro, the main difficult of vcb solution is in patent named "Method for returning inbound calls", you can google it using number: WO 1997001917 A1. this patent was issued at 1996(!).

how do you think why other companies (like genesys and avaya) killed their own solutions and started to offer 3rd party system with ugly integration?
[/quote]

I think it's another patent, see here http://www.virtualhold.com/pressReleases/2004/04April04/042004_GenesysLitigation.html, but it doesn't make any difference, as you correctly pointed out, Genesys had to terminate their callback platform.

Fra

[smile]

[quote author=Fra link=topic=7860.msg34570#msg34570 date=1373905145]
[quote author=smile link=topic=7860.msg34561#msg34561 date=1373898958]
cavagnaro, the main difficult of vcb solution is in patent named "Method for returning inbound calls", you can google it using number: WO 1997001917 A1. this patent was issued at 1996(!).

how do you think why other companies (like genesys and avaya) killed their own solutions and started to offer 3rd party system with ugly integration?
[/quote]

I think it's another patent, see here http://www.virtualhold.com/pressReleases/2004/04April04/042004_GenesysLitigation.html, but it doesn't make any difference, as you correctly pointed out, Genesys had to terminate their callback platform.

Fra
[/quote]

Fra, it seems you're right. this link looks more relevant.

[smile]

[quote author=cavagnaro link=topic=7860.msg34566#msg34566 date=1373902445]
[quote author=smile link=topic=7860.msg34562#msg34562 date=1373899436]
and a few words about ORS. just check callflows for mobile engagement solution, probably you'll find interesting scenario. For example - "Advanced Outbound Requests".
Or use SSG as the easiest way to initiate call.
[/quote]

Would like to but still no luck to have that on my hands...I bet Pavel joined Avaya team will be very fascinated haha
[/quote]

btw, i found ors "ixn" extension which is very useful:
http://www.genesyslab.info/wiki/index.php/Interaction_Interface_Action_Elements#.3Ccreatecall.3E

using it you will able to call most significant tlib functions from ORS or from any 3rd party application via http/ors. why don't make you own call back?
ors is really much more that urs with http interface

[Adam G.]

Just to let you all know I have designed and currently developing a Call Queueing solution which will GA in September. It does not use the  PSDK or ESDK (which means saving $$$$$) and was designed to be integrated with standard Inbound Routing. Actually it's not Genesys dependent 

How does it differ, well the killer functionality is that persuades URS to route and queue a 'virtual call' so that the caller's position is retained.

The pricing is about the same as the PSDK and this basic package includes a test/dev environment license (non-production) and 2 executable Production licenses (so to provide HA resiliency). This will allow for about 400 concurrent queuing calls!

If you're interested and want to be the first customer and get the licenses for free, send me a PM.

W

[Grand_Master]

I've implemented a rudimentary callback service too.  I didn't realise I was infringing on any patents though 

My solution did not require prioritization or keeping position in queue.  All I did was offer a repeatable callback announcement sub at a configurable time and interval in queue, which captured and confirmed DTMF digits, and wrote it to an OCS table.  Agents were blended for inbound and outbound calls, so callback occurred when next agent became available.  By tuning the time at which callback was offered, it was possible to get it pretty close to EWT.

It worked fine - other than for the fact that the CC manager would sometimes stop the outbound campaign at busy times 

[Adam G.]

I just read the patent WO1997001917A1 and my solution different so there will be no patent infringement 

Just for the record, did you know that software can not be patented here in the UK !!