Genesys CTI User Forum

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

Title: Post Call Attached Data
Post by: Alvaro on January 01, 1970, 12:00:00 AM

Does anyone know how to attach user data after the call is released ? It seems that if I use Call Concentrator "DeleteTimeout" property and DDE Commands I'm suppose to solve this problem, but the manuals are very poor concerning DDE examples.
Did anyone try to use DDE before?

Title: Post Call Attached Data
Post by: Vic on January 01, 1970, 12:00:00 AM

There are different ways to do it.

Method 1:
you will need to play with DeleteTime option in CCon. Just change it 300, which means that you will have 300 seconds to do anything you wish with this call AFTER it is finished. No DDE or anything required. Any RequestAttachData your softphone would issue would just continue on adding to that call's data until 300 seconds expire.

Depending on how many calls you have, having 300000 calls hang around for another 5 minutes might not be that great.
So, another way of doing it would be having the agent issuing an userevent request on EventRinging with "LockCall",300

This means that agent will have 5 minutes to enter any attach data he wants AFTER he ended the call. After he added the call info, issuing "LockCall","" would force Call Concentrator to save all the data, and store the call.

Try the first one first, and if you find some problems with this, check,. then look in a log, then ask Genesys, and ONLY then consider changing your softphone... But, I would not recommend it. DeleteTime should be more than enough.