Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cpoon on July 15, 2009, 03:27:22 AM

Title: Retrieving Inbound/Outbound call info and pass to 3rd party CRM
Post by: cpoon on July 15, 2009, 03:27:22 AM

Hi

I'm new at this, please bear with me if I'm asking silly questions...  :-[

I need to integrate GAD with a 3rd party CRM. I managed to create a button and upon clicking launch a pop-up window. However, I'm kinda stumped as to how I can retrieve the required call data for the 3rd party CRM.

- For inbound calls, I need to retrieve the ANI/CLI and passed to a 3rd party CRM via URL.
- For outbound calls, I will need to retrieve the Account Number of that call and passed to a 3rd party CRM via URL.

Qn: Can I get the required information from Contact.getPrimaryPhoneNumber or Contact.getAttributesValue for both type of calls?

Thanks in advance!

Title: Re: Retrieving Inbound/Outbound call info and pass to 3rd party CRM
Post by: René on July 15, 2009, 11:31:13 AM

Hi,

[quote]Qn: Can I get the required information from Contact.getPrimaryPhoneNumber or Contact.getAttributesValue for both type of calls?[/quote]

It's possible to use mentioned properties but I'm not sure it's the best way. Why? If the customer has multiple number assigned to his contact you always get the primary one not the one customer is calling from.

I would recommend you to use the class "InteractionVoice" and "InteractionVoiceOutbound" to get ANI.

Note to AccountNumber - I assume that number is stored in OCS calling list? If it is then it should be attached to the calls in UserData collection so you can retrieve it using the classes mentioned above as well. If it isn't attached to the call you have to configure OCS to do so.

R.

Title: Re: Retrieving Inbound/Outbound call info and pass to 3rd party CRM
Post by: cpoon on July 17, 2009, 03:02:13 AM

I used the following

>>String ani = ((com.genesyslab.ail.InteractionVoice) interaction).getANI();

but it returns null. Am i missing something?

Thanks in advance!

Title: Re: Retrieving Inbound/Outbound call info and pass to 3rd party CRM
Post by: René on July 17, 2009, 09:17:34 AM

Hi,

Please check that attribute ANI is present in the event (check T-Server's log).

Could you post here your code and not only one line?

R.