Genesys Support phone document

[genesysnoob]

Hey folks

Is there a help document on how to use the softphone - Genesys support phone?

if yes , please provide me with a link

[Kubig]

Because of this tool is not public, there is no public documentation. You can try to find if any doc is placed locally or use help (if it is there)

[hsujdik]

I've been looking for it for about 7 years without success. I think I probably know most of its features (at least the ones I use) for the version 7.2.0.3, so if you need guidance on doing something, you can message me and I'll try to assist - given it's something I know how to do

[genesysnoob]

is it ok to discuss here?

will be helpful to other too

[hsujdik]

I'm OK with that

[genesysnoob]

What we can do using Softphone

1) Can we monitor Agent softphone - By registering his phone on the support softphone with his agent id and place
2) Can we monitor Route point
3) Can we monitor an ERP
4) What else we can do?

[hsujdik]

1. You can register DNs of a given T-Server and perform requests for that DN and be notified for the events on that DN (that lay on the EventMask, we'll talk about this further later). Whenever you register for an Extension DN or an ACD Position DN, if there is an Agent logged in, the AttributeAgentID will be present, as well as AttributeAgentStatus (depends on the T-Server).
Usually, the correlation of an Extension (or ACD Position) and Place is 1 to 1 - that means that you will have one DN for one Place (not necessarily true, but most of the deployments I have seen so far are that way).

So, summarizing: You cannot register the Agent ID, but you can register the Place (by registering the DN). Once registered to that DN, if an Agent is logged in on that DN, the AgentID field will become populated on the right panel, indicating the AgentLogin, and a circle will show its current state (green = ready, yellow = not ready, question mark = unknown, pencil = acw).

2. Yes, mediation DNs (Routing Points, ACD Queues, Virtual Queues) can be monitored to receive the events related to that DN. Usually, they would be EventQueued, EventRouteRequest, EventDiverted, EventAbandoned). You can also control calls on that routing point, directing them to a specific location if no URS does it before you.

3. Yes. External Routing Points can be monitored too.

4. You can control calls on any DN that you are registered to. You can perform a request to Answer the call, Perform a new call, transfer the call, put the call on hold, start a conference. You can also control the agent states - change to ready, not ready, login, logout, etc. Virtually anything that a T-Server client can do, Genesys TestPhone can do (sometimes better).

As you can imagine, it can be a dangerous tool if in wrong hands...

So, let's jump to "How to do":

1. First of all, your TestPhone needs to become a client of the T-Server. To do so, on the starting window (Connect Tab / Start Tab), simply put the Host of T-Server (IP Address or host name if it can be resolved) and the T-Lib port of the T-Server (the Port that is configured on CME or GA on the Server Info tab) and then click Open. No other information is needed.

2. To register a DN: Once connected to the T-Server, move to tab "Register". On the gray Drop down box of the right pane that looks like it is disabled (it is not) you can type the number of the DN you want to register and then click Register on the left pane. Or, you can click "Register All" on the right pane (not recommended EVER on production environments) to register for events on all the DNs. Once an individual DN is registered, it will be shown on the DNs list of the right pane. If it is an extension or an acd position and an agent is logged in, some other fields may be automatically filled and an icon indicating the agent status will be shown by the side of the DN number on the DNs list.

3. Move to the Log tab and you will be able to see the events related to the DNs that you have registered. This is the feature I use the most on the TestPhone for quicker troubleshooting. Instead of going through logs that shows messages to all DNs, it will show only events for the DNs that you want. Quite handy but doesn't replace the log file on issues that aren't so obvious through TEvents.

4. For Login and Logout: Go back to the Connection Tab and then select the Login Tab. Select the DN where you want to log in an agent on the DN dropdown box and type the AgentID on the proper field. Click Login on the left pane and the agent should become logged in on that DN. The state of the agent will depend on the T-Server you are working with and some options. In most cases I see that they log in as Not Ready. And, of course, you can set him/her ready by clicking on the Ready button of the left pane. Always be sure that the DN and Agent ID are properly filled when performing actions on the Login tab. Following the same principles, you can also set an agent as Not Ready and Log him/her out.

Well, I'll let you play with those by now and test (and submit questions) while I work on a continuation for the features of the other Tabs.