Genesys CTI User Forum

Hi,

While processing multimedia interactions in Routing Strategy, we would like to place them in Virtual Queue for reporting.

For that, we have created virtual queues in multimedia switch object for Interaction server and queuing the interactions in those queues using strategy. Now the problem I have is I need to write a custom reporting application using Genesys SDKs. I am unable to find a way of registering VQs with interaction server & monitor for events - much like voice Interactions.

Anyone has any idea on how it can be done?
Appreciate any help. Thanks in advance.

Hi YevgeniyP,

Thanks for your response. I kind of understand how VQ can be used with target block in order to queue the calls with strategy.



My question was more from a SDK point of view. I need to create a custom application - and monitor those VQs for events like EventQueued, EventDiverted etc. For voice related calls, I connect to T-Server and register the VQs so that I can get all the events.

But for multimedia it seems to be different. Mainly because-

* Interaction Server does not necessarily have to be associated with switch object. If no switch, is it a common practice to create the VQ DNs under any other switch object? Preferably under a switch that is associated with T-Server and use them?

* Interaction server supports a small subset of TLIB. I cannot find an equivalent of RegisterAddress for Interaction Server in open media SDK. Am I missing something? Any other SDK?

Thanks in Advance.

Interaction Server does not support TLIB at all. It supports a number of separate protocols for Interaction Management, Reporting, Agent Management and Routing. Using Reporting protocol (PSDK)  you can connect to Interaction Server and receive VQ events.

YP