Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lorenzo on September 26, 2006, 03:07:05 PM
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Hi,
I would like to ask if you know how to implement instant messaging on an Agent Desktop. I mean sending to and receiving messages from the supervisor for instance.
Would this need development or is there a Genesys tool already existing ?
If development is needed, is there a specific Genesys library to use ?
Do you know if this can be implemented in environments with with CRM desktops ?
Thanks in advance for your help !!
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Lorenzo,
There is a Genesys product ETS (Entrprise Telephony Software ) that links in with Microsoft's Communication Server 2005. If you don't want to purchase this then you could just write your own. The genesys prodcut has all the bells and whisltes presence,softphone interface, IM etc... Sounds like you only need IM. Writing you own may take a bit longer as you have to verify agent is logged in i.e Use GIS or dip out to LOGIN table and also associate TL with Agents. Have a look at the Genesys product but I have no idea of the cost adn know genesys it ain't come cheap. Also i don't know if the bundle microsofts CS2005 or if you have to purchase this sepertaly.
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It depends how you want to go about this.
I can think of a several ways of doing it:
1. Use IM active X and embed it into your CRM (too much work)
2. Use IM on Windows as a stand-alone application
3. Issue UserEvents with data you want to transmit from supervisor to operator and vice-versa
Since we are talking about Genesys, I would focus on 3, because it is easy, cheap and gives you an ability to track and record the chat with CCon or ICon.
All you need to do is issue UserEvent and have softphone display it in the window.
Genesys ActiveX phone has a rudimentary way to do it already: it allows you to attach data to the call. When you do that, TServer issued EventUserAttachedData (sp) to all clients registered for that DN. I also recall a conversation earlier on in this forum about how to send data to agents using their ID. Take a look and see :)
Tell me if you need a sample code of how to use user-data in VB :)
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If your clients are Windows desktops...Microsoft Message Queue is a good choice.
You could use Genesys as your transport layer...
...but I find that, eventually somebody that is *not* configured to use Genesys wants to participate in a solution and then you're sunk because your solution requires all clients to be registered with Genesys.
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many thanks for your comments !!
I'm going into the userEvent way and would like to know if you ( Victor) could send a sample of the code.
Thanks would help !!
Thanks in advance