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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: marciel on January 13, 2022, 12:33:46 AM

Title: Process voice call after target block (if and only if answered by agent)
Post by: marciel on January 13, 2022, 12:33:46 AM

Hi people,

I have a case requested by one of our customers, and as I'm not an expert in composer, I needed some help, or ideas. The situation is as follows:

After a customer is answered by an agent, AND only if it is answered, the strategy must send the call to a subroutine that will remove the customer from a CallingList (ocs database table).

That's the situation.

Title: Re: Process voice call after target block (if and only if answered by agent)
Post by: cavagnaro on January 14, 2022, 04:06:42 PM

Well to do this doesn't involve Composer.


Cancel Call via OCS API is what you are looking for.


You can do it via OCS HTTP API or via OCS Native API


Via HTTP you need to enable OCS HTTP engine and then call it via REST from anywhere, could be the agent softphone, a CRM, etc.
Via OCS Native API you can do it via WDE custom module or any TLib client via Genesys PSDK.


https://docs.genesys.com/Documentation/OU/8.1.5/Ref/CommunicationDNAPI
https://docs.genesys.com/Documentation/OU/8.1.5/Ref/OCSSupportHTTP