Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Sandro on July 21, 2006, 06:53:55 AM

Title: Attached data outbound calls without phonebar
Post by: Sandro on July 21, 2006, 06:53:55 AM

Hello!
I have to attach some data to an outbound call which is not made from the phonebar. There is a way to do this? For example loading a strategy on the DN that made the call or using an option or a value in the annex tab?
Thank you,
Sandro

Title: Re: Attached data outbound calls without phonebar
Post by: tony on July 21, 2006, 06:58:37 AM

Sandro,

Can you tell us what software/versions are in use?  A "phonebar" sounds a bit like Siebel(?)

Tony

Title: Re: Attached data outbound calls without phonebar
Post by: Fra on July 21, 2006, 07:05:16 AM

Tony Wrote:
[quote]A "phonebar" sounds a bit like Siebel(?)[/quote]
Probably just the literal italian-to-english translation of "agent desktop"  ;D

Title: Re: Attached data outbound calls without phonebar
Post by: Sandro on July 21, 2006, 07:32:55 AM

Yes. you're right... ;D
We have Genesys 7.1. The problem is that the call will be dialed from the phone and not from the agent desktop...
Sandro

Title: Re: Attached data outbound calls without phonebar
Post by: Fra on July 21, 2006, 08:42:17 AM

But don't agents use any desktop at all? Or is just the outbound call dialed from the phone?

Title: Re: Attached data outbound calls without phonebar
Post by: Sandro on July 21, 2006, 08:50:54 AM

Only for this kind of call the customer doesn't use the agent desktop.
Sandro

Title: Re: Attached data outbound calls without phonebar
Post by: Vic on July 24, 2006, 12:43:41 AM

Good morning, Sandro,

what data do you need to attach?

The quickest way would be to develop a simple application that would would monitor all the outbound calls and attach data to them.
You just need a simple ActiveX to register for all DNs and monitor for EventDialing and attach call-data to it.
I guess if it is something simple, I can make something in VB for you (for free of course :) ) on my spare time.
Should not be that hard.

Title: Re: Attached data outbound calls without phonebar
Post by: victor on January 30, 2007, 09:29:18 AM

Ok, I just realized that I need this too now.

The problem is that somehow I need to preserve attach-data from inbound call and add it to the outbound call.
The problem is that the softphone made by the vendor cannot save attached data and add it to the outbound call.
So, how do I do it? Is there some Genesys trick that would allow me to copy data from inbound to outbound call?

The reason for it is pretty simple:

after client calls our call center, we need to dial back to them to ensure that they are who they claim they are (in case ANI does not match or is not provided). Since most of the agents a multi-skilled, we need to add the skill that call arrived to the agent to the outbound call to that client, because then we can track the total time for that agent's talk in that particular skill (which is inbound + outbound).

Any ideas?

Vic

Title: Re: Attached data outbound calls without phonebar
Post by: mark on January 30, 2007, 01:14:25 PM

I guess you could put the skill and expected ANI into a DB on the inbound leg of the call, then call the skill from the DB using ANI and attach it to the outbound part of the call?

Title: Re: Attached data outbound calls without phonebar
Post by: ecki on January 30, 2007, 02:09:47 PM

Hi Vic,

What are you using for calling customers back? Genesys has something like Voice CallBack, which can store some user data and afterwards attach it to the outbound call.

Title: attach data to outbound call
Post by: Jeff on January 31, 2007, 05:52:22 AM

[quote author=ecki link=topic=1758.msg6930#msg6930 date=1170166187]
Hi Vic,

What are you using for calling customers back? Genesys has something like Voice CallBack, which can store some user data and afterwards attach it to the outbound call.


[/quote]

Have you thought about using acw-retain-call option? Never tried it but it preserves data for agents in ACW.