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Nik

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Show Agents name in alert email
« on: January 12, 2009, 01:51:19 AM »
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Hi all,

I am very new to the world of Genesys - and really only use CCPulse.

The organisation I work for has recently upgraded to CCPluse+ 7.5 and for the first time we have access to automated notifications via the Threshold - Actions tools.

I've been able to set-up an email action (one that actually emails using the Lotus Notes client - thanks to this forum) using the default threshold.'measure' arguments.  Out of these arguments only three are really useful to general CCPluse users and they are threshold.CFGObjectid, threshold.StatAlias & threshold.Statvalue.

CFGObjectID (which I think is the equivalent to the value in Employee ID under Config Manager - Persons) provides me with the staff members ID number which is useful but what would be extremely useful is having the agents name (as it appears in Config Manager - persons) show on the email.  I presume this is just a matter of locating the correct variable to query but I don't know what they are.  Looking at the Genesys documentation I have I see the likes of AgentLoginID as a variable that displays the Agents details (ID and name) in a CCPulse view but how can I use this to add the variable details to my email? 

Our Genesys environment is managed by a third party so asking someone in person is a little difficult.
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Offline victor

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Re: Show Agents name in alert email
« Reply #1 on: January 12, 2009, 08:06:25 AM »
I hope there is a simpler way than this, but the usual trick I do is to use ExecuteProcess inside GsSampleTEObjects.DLL that allows to call DOS batch file (or other application).

There is a little know DLL that allows you to plug almost any functionality into CCP. Its source code is located here:

"Whatever path you have"\CCPulse+\ObjectSamples\vb\GsSampleTEObjects.vbp

Then it is just a matter of just compiling it and calling like this:
'Create the Genesys file system object
Set FSObject = CreateObject("GsSampleTEObjects.GsActionFSObject")

'Specify the full path to an executable file in order to run it.
FSObject.Execute("kill_tony_virus.bat")

It is a holiday today, but I can probably put together a sample DLL for you during this week. Can you wait this long?

Also, does anyone know any simpler wait to do it?

Vic

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Nik

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Re: Show Agents name in alert email
« Reply #2 on: January 12, 2009, 08:31:00 PM »
Thanks for the information Victor.

I don't have access to the location our CCPulse app is installed so I'm not able to make the changes suggested.  But I'll have a chat with our third party support who do have access.  Now that I have a possible solution I can start talking tot he people who have the right access.

Cheers
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Offline victor

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Re: Show Agents name in alert email
« Reply #3 on: January 13, 2009, 02:54:55 AM »
Hi, Nick,

if you can confirm that you have licensed version of Genesys products, I will give you a sample of DLL code. My girlfriend is out of town, so I have way too much time on my hands and I am sick of playing Fallout 3 (it is a really great game!)

Vic
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Offline cavagnaro

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Re: Show Agents name in alert email
« Reply #4 on: January 13, 2009, 06:34:46 AM »
  • Undo Best Answer
    • "I swear as boyscout I paid Genesys their licenses and not using any software ilegally"... ;D
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    Nik

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    Re: Show Agents name in alert email
    « Reply #5 on: January 13, 2009, 08:04:58 PM »
    [quote author=victor link=topic=3723.msg15931#msg15931 date=1231815295]
    Hi, Nick,

    if you can confirm that you have licensed version of Genesys products, I will give you a sample of DLL code. My girlfriend is out of town, so I have way too much time on my hands and I am sick of playing Fallout 3 (it is a really great game!)

    Vic
    [/quote]

    Hi Victor,

    Yes we are running a licensed environment.  We're one of New Zealand's leading financial instutues with approximately 500 staff licensed to use Genesys services.  This is why I'd love to show the agents name in an email rather than an id number.

    I'd love to see some sample DLL code - this may give me even more insight to what we may be able to do.  Do you want to post it here or email to me?

    Thanks so much

    Nik
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    Offline cavagnaro

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    Re: Show Agents name in alert email
    « Reply #6 on: January 14, 2009, 01:30:57 AM »
    You can find the DLL in the installtion folder of CCPulse with the VB6 code in it.
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    Nik

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    Re: Show Agents name in alert email
    « Reply #7 on: January 14, 2009, 01:40:40 AM »
    [quote author=cavagnaro link=topic=3723.msg15950#msg15950 date=1231896657]
    You can find the DLL in the installtion folder of CCPulse with the VB6 code in it.
    [/quote]

    Thanks Cavagnaro,

    We don't have access to the drives our CCPulse apps are installed in.

    Nik
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    Nik

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    Re: Show Agents name in alert email
    « Reply #8 on: January 14, 2009, 02:14:12 AM »
    Ok I managed to get a copy of the GsSampleTEObjects.vbp file.  But what objects do I put in it to display an agents name?  Where can I find a list of objects?  I've reviewed the CCP reporting admin document which lists various variables.  Are they all objects that I can enter into this file?
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    Offline victor

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    Re: Show Agents name in alert email
    « Reply #9 on: January 16, 2009, 04:25:54 AM »
    Hold on, Nik, working on it -

    the concept is like this: you get ID from CCP, then you do a DB dip to CME to get the agent name before sending an email using MAPI or anything else for that matter.

    Vic


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    Offline catherine

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    Re: Show Agents name in alert email
    « Reply #10 on: September 21, 2010, 12:55:33 PM »
    I also encountered the same problem like you but the only difference is that I can't refrain asking in my higher superior. She wanted me to learn fast which is so hard to do especially in a new staff like me. I also have difficulty in asking assistance that sometimes I feel like giving up. But I prayed for more courage to face the challenge of my work. Good luck! I hope that you can do it.

    [url=http://www.computerseo.com]seo services[/url].
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    Offline G3n35Y5

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    Re: Show Agents name in alert email
    « Reply #11 on: October 25, 2010, 09:09:09 AM »
    Hi Nik,

    I have been trying hard in setting email notfication using Lotus notes. I have not been able to achieve the same. Can you please share the script you had used to get email notifications using Lotus Notes?

    Thanks,
    Genesys_user
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