Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: GenUser on January 16, 2010, 04:26:09 AM

Title: VQ Reporting for Open Media Interactions
Post by: GenUser on January 16, 2010, 04:26:09 AM

Hi,

While processing multimedia interactions in Routing Strategy, we would like to place them in Virtual Queue for reporting.

For that, we have created virtual queues in multimedia switch object for Interaction server and queuing the interactions in those queues using strategy. Now the problem I have is I need to write a custom reporting application using Genesys SDKs. I am unable to find a way of registering VQs with interaction server & monitor for events - much like voice Interactions.

Anyone has any idea on how it can be done?
Appreciate any help. Thanks in advance.

Title: Re: VQ Reporting for Open Media Interactions
Post by: YevgeniyP on January 17, 2010, 07:49:42 PM

You can specify VQ in multi-media target object in IRD in a similar way you do it for voice. But you need to be aware of limitations in case of multi-media. If you have backlog for example you might not see all interactions from backlog in VQ.
YP

Title: Re: VQ Reporting for Open Media Interactions
Post by: GenUser on January 18, 2010, 07:34:42 AM

Hi YevgeniyP,

Thanks for your response. I kind of understand how VQ can be used with target block in order to queue the calls with strategy.



My question was more from a SDK point of view. I need to create a custom application - and monitor those VQs for events like EventQueued, EventDiverted etc. For voice related calls, I connect to T-Server and register the VQs so that I can get all the events.

But for multimedia it seems to be different. Mainly because-

* Interaction Server does not necessarily have to be associated with switch object. If no switch, is it a common practice to create the VQ DNs under any other switch object? Preferably under a switch that is associated with T-Server and use them?

* Interaction server supports a small subset of TLIB. I cannot find an equivalent of RegisterAddress for Interaction Server in open media SDK. Am I missing something? Any other SDK?

Thanks in Advance.

Title: Re: VQ Reporting for Open Media Interactions
Post by: ecki on January 18, 2010, 08:42:42 AM

Hi GenUser,

I think you can still use VQs from voice switch. Try it in your strategy. However as Yevgeniy said, not all interactions/chats waiting in the Interaction Queue will be visible to you through standard VQs due to throttling mechanism.

e.

Title: Re: VQ Reporting for Open Media Interactions
Post by: YevgeniyP on January 18, 2010, 05:59:46 PM

Interaction Server does not support TLIB at all. It supports a number of separate protocols for Interaction Management, Reporting, Agent Management and Routing. Using Reporting protocol (PSDK)  you can connect to Interaction Server and receive VQ events.

YP