Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kana Pro on January 01, 1970, 12:00:00 AM

Title: Kana and Genesys
Post by: Kana Pro on January 01, 1970, 12:00:00 AM

I am looking for information about connecting Kana to Genesys internet suite using automated workflow engine. How can it be done?

Title: Kana and Genesys
Post by: Vic on January 01, 1970, 12:00:00 AM

Genesys has a rather mediocre document on customization of AWE, titled "Automated Workflow Engine EMail Processiong Event Architecture for Genesys Internet Suite Release 5.1.6". But let me warn you: you need to pop a few hallucinatory pills before starting to read it sometimes it is THAT confusing.

Diagram labeled "Inbound Processing Workflow" is a good reference point. You should focus on Parse Msg Event and Msg Type Analyzer Events as your two starting points. This is where you could create a function to forward the email to Kana mailbox (rather slow) or call a function to access Kana's module directly (very effective, but you will need to have really good programming skills and Kana access module). A really dumb question why not place Kana BEFORE Mail Server? I know it does not look pretty but it would work :)

Vic