Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Remits on May 25, 2007, 04:27:17 PM

Title: Distinguish between a softphone or hardphone call
Post by: Remits on May 25, 2007, 04:27:17 PM

Hi everyone,

How can I distinguish between an agent making a outbound call through their physical phone vs their sw application. 

Thanks,

David.

Title: Re: Distinguish between a softphone or hardphone call
Post by: vivek on May 25, 2007, 04:34:08 PM

Whenever agent pick up hardphone Off Hook event will be triggered. At that time you can say agent used the hard phone.

I corded my softphone, so that every time agent pick up hardphone, softphone will pop up a message saying that "...need to use soft phone for making calls... etc."

Title: Re: Distinguish between a softphone or hardphone call
Post by: Remits on May 25, 2007, 04:49:05 PM

Hi vivik,

Do we not get an event off hook regardless?

Thanks,
David

Title: Re: Distinguish between a softphone or hardphone call
Post by: vivek on May 25, 2007, 06:53:08 PM

David,

Let me explain how it is working in our call center.

hardphone (Callmaster3) has 2 connections, One connection for head set & 2nd one for receiver.

when agent starts softphone they use head set, it will be off hook state.
So, to make a call using hardphone they need to pick a line, in that case, genesys receives off hook event again, which can be traped in ActiveX extension control.

here is the pice of code notifies when agent uses hardphone....

Private Sub TExtension1_TEvent(EventInfo As DesktopToolkitX.TEventInfo)
 
........................   
    Select Case EventInfo.EventType
        Case EventOnHook
            Debug.Print "Extension Event On Hook"
            WriteLog ("Extension EventOnHook")
        Case EventOffHook
            Debug.Print "Extension Event Off Hook"
            WriteLog ("Extension EventOffHook")
            msgRslt = MsgBox("Please use the Toolbar for all phone functions (Calling/Answering etc.) in order to prevent an ""out of sync"" condition", vbCritical, "TOOLBAR WARNING:")
            WriteLog ("Please use the Toolbar for all phone functions (Calling/Answering etc.) in order to prevent an ""out of sync"" condition")

.....................

this code has been in place for last 4 years. I never had any false alarm... that means it works as I wanted.

Title: Re: Distinguish between a softphone or hardphone call
Post by: mark on May 25, 2007, 07:46:53 PM

Interesting vivek, does this solution remove all instances of agents being stuck in an OffHook status?

Title: Re: Distinguish between a softphone or hardphone call
Post by: cavagnaro on May 25, 2007, 09:25:09 PM

If an agent gets stuck on the OffHook status it's because a bad event arrived from the PBX or an error, or maybe a misconfiguration. Maybe didn't got the Dialing or the Onhook events.
Have you checked your logs files? Which PBX do you have?