Author Topic: preload contact database (Read 4259 times)

Dave G · « **on:** January 01, 1970, 12:00:00 AM »

We're going to roll out Genesys Agent Desktop, and would like to preload the relevant Genesys database with the contact details from an existing database so that lookups can be made without having to type them in for every interaction. Has anyone done this, or can give advice?

Jeffrey · « **Reply #1 on:** January 01, 1970, 12:00:00 AM »

Dave,

this is what Genesys is all about. What I would suggest doing is having your programmers create a DB dip for EventRinging that your AgentDesktop would fire upon receving a new call.

Along with EventRinging you would get a myriad of attachdata (ANI, CustID, or whatever else you have managed to attach to the call on its way to your agent) so you can use them in your DB DIP.

Do you need me to give you a sample of the code? (Just use AgentDesktop sample that comes with your Genesys software)

Dave G · « **Reply #2 on:** January 01, 1970, 12:00:00 AM »

Thanks for replying the problem is that the telephone number can't be used as a lookup parameter the look up will be made from information got from talking to the customer (eg account number 1 or 2). From tests, this works well if I put the account numbers in the email addresses of the contact, hence my desire to load the contact database (MCR_UCS?) with the customer's information.

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Author Topic: preload contact database (Read 4259 times)

Dave G

preload contact database

Jeffrey

preload contact database

Dave G

preload contact database