Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Genesys CTI Forum Administration Team on October 08, 2020, 07:40:26 AM

Title: Call for Ideas to Develop Into Products for Genesys and other Platforms
Post by: Genesys CTI Forum Administration Team on October 08, 2020, 07:40:26 AM

Hi,

we have been running this forum for over 15 years now and it is definitely a godsend. Thank you to everyone (except a certain person from Chile) for the amazing support you have shown so far!

We are struggling with the creativity these days, and need some help with identifying some new cool tools / integrations that we should develop for our own clients. We have over a hundred developers now, so capability is there. What we lack is the concept worth doing. If the idea is good and we develop it, we plan to share it with other forum users since the world is big enough for all of us.

So, what do you think? If there is something worth trying, please tell us!

Your friendly CTI Genesys Forum Administrators

Title: Re: Call for Ideas to Develop Into Products for Genesys and other Platforms
Post by: hsujdik on October 09, 2020, 12:52:28 AM

I've seen a lot of people around here looking for some sort of way to monitor license usage. We all know that LRM wasn't really a great product (and was even discontinued...). Perhaps could start simple on something not too fancy to monitor license usage. And then move on to other more complex tools.

Title: Re: Call for Ideas to Develop Into Products for Genesys and other Platforms
Post by: jamesmurphyau on October 10, 2020, 06:30:18 AM

I've built an app at my company that counts max concurrent usage from Infomart (per day, per user or per media channel or both) - so you have the dependency on Infomart

There is also a product from a company called InProd that can monitor license usage based on stat server

This is an interesting idea and post.. I'd like to see more open source Genesys stuff - would you consider any ideas as open source projects? That would allow others to contribute too

Title: Re: Call for Ideas to Develop Into Products for Genesys and other Platforms
Post by: PFCCWA on October 12, 2020, 04:42:30 PM

[quote author=hsujdik link=topic=11866.msg53439#msg53439 date=1602204748]
I've seen a lot of people around here looking for some sort of way to monitor license usage. We all know that LRM wasn't really a great product (and was even discontinued...). Perhaps could start simple on something not too fancy to monitor license usage. And then move on to other more complex tools.
[/quote]

Isnt the Genesys Billing Data Server (BDS) the solution for license usage and reporting?  for reporting it uses infomart so you need to have this solution in place (not sure if it can be done directly using ICON).
The documentation for BDS suggests licenses such as seats/sip/wde are counted as over a months period - that is how many users logged in/out over a month period.  Here is a metric definition for WDE:

[b][i]*Concurrent: The number of concurrently active unique agents' login sessions registered within any media channel during the given day, and using Workspace.
Calculated with one-second precision.
• Enabled: number of unique agents with login sessions registered registered within any media channel during the month, and using Workspace.[/i][/b]

The last time i checked it was only compatible to be deployed using CentOS!

Title: Re: Call for Ideas to Develop Into Products for Genesys and other Platforms
Post by: Genesys CTI Forum Administration Team on October 13, 2020, 06:03:59 AM

Genesys license monitoring - ok. Anything else?

Perhaps, it would be a good idea to divide into two separate categories: sysops and callops - some tools for system admins, and other tools for agent supervisors?

We were thinking something like adding AI to, for example, suggest better call routing, or identify agents struggling.
Perhaps, a simple wallboard service or a bit easier to use?
Or, agent import tool...

Also, perhaps, integrating Genesys and Zoom :)

Regarding opensource - sure, there is definitely a benefit there.

What else could there be?

Title: Re: Call for Ideas to Develop Into Products for Genesys and other Platforms
Post by: hsujdik on October 13, 2020, 06:45:24 PM

[quote author=Genesys CTI Forum Administration Team link=topic=11866.msg53457#msg53457 date=1602569039]
Also, perhaps, integrating Genesys and Zoom :)
[/quote]

I like this idea a lot, considering the moment we are living

Title: Re: Call for Ideas to Develop Into Products for Genesys and other Platforms
Post by: Genesys CTI Forum Administration Team on October 16, 2020, 06:22:49 AM

Ok, it is a start!

We are adding Zoom Integration for Genesys (and Avaya) to the top stick of this thread! What else?

Title: Re: Call for Ideas to Develop Into Products for Genesys and other Platforms
Post by: Clarar on August 19, 2023, 02:27:35 PM

[quote author=Genesys CTI Forum Administration Team link=topic=11866.msg53475#msg53475 date=1602829369]
Ok, it is a start!

We are adding Zoom Integration for Genesys (and Avaya) to the top stick of this thread! What else?
[/quote]

Hi friend

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