Workspace question

[Toz]

Hello.
Customer has a question regarding agent interaction in workspace application. Cusomer needs an agent to put ticket number in the comments of interaction, is there any way to forbid agent to mark call as done before he puts any data in comments?

[cavagnaro]

No by default, you will need to do a customization.

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[Toz]

Is it done by Genesys for extra money? Is it the only real way to do so?

[cavagnaro]

Extra money?
What? How on earth does Genesys could think on all customer possibilities and ideas?

Why not do it on your CRM side? Why delegate CRM/ERP tasks to your CC env? This is such a more complex question without a final answer.
Answer: All depends on your business needs.

As per money...why? Get your developer do it. Why pay Genesys for this? They won't even do it.

[Toz]

Oh. Well then is there a documented API of workspace? Please can you direct me on that?

[Kubig]

All documentation is available on docs.geensys.com. Of course, the login account is needed.

[Toz]

docs.genesys.com is a very good answer indeed 
But can you just hint me with two answers on that?
1 Is there a way to force workspace to call to some number from external program (crm)?
2 Is there a way to tell external program that the call to some number is ended and pass program that number?
If that is possible - I'll do my best to search docs (have a login).

[Kubig]

Answer is very easy - all is possible For imagine:
[list type=decimal]
[li]Use the PSDK to make a call from specified DN, where the agent is logged in and using WDE[/li]
[li]Use the custom web services to achieve that[/li]
[/list]