Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: smile on June 30, 2010, 07:28:53 AM

Title: Info Mart and external sources
Post by: smile on June 30, 2010, 07:28:53 AM

Hi All

I've read that Info Mart can extract data from external sources (e.g. CRM and other business applications), but can't find anything in guides. All that described in users's guide is "External Resource ID" and "Customer Dimension Attributes", but it's not clear how to use and is it possible or not.
Does anyone has an experience to integrate business data  and call details into the one database which will be driven by Info Mart?

Title: Re: Info Mart and external sources
Post by: ecki on June 30, 2010, 08:49:07 AM

Hi,

I do not think so. Not version 7.6.
External_resource_ID is not yet implemented. It is here just for future use.
For the customer dimension table only these fields are populated in version 7.6.
• CUSTOMER_KEY
• TENANT_KEY
• EXTERNAL_CUSTOMER_ID
• GMT_START_TIME
• GMT_END_TIME

where External_customer_id is actually user data attached to call by either strategy or other application (CRM with GPlus adapter aka softphone). The Key recognized by default is CustomerID, but you can change this in your ICON Attached data specification xml file to any KEY you need. The ID is 10053.

Ecki.

Title: Re: Info Mart and external sources
Post by: smile on July 06, 2010, 11:37:18 AM

Thank you, ecki, it's clear.

Could you also give the advice - what software do you prefer for visual reporting with GIM? (hyperion/brio is out of scope)

Title: Re: Info Mart and external sources
Post by: ecki on July 07, 2010, 09:31:04 PM

Hi,

Well, the business object which Interactive Insight is built with is quite good, though you need to learn a lot how everything works.
Cannot recommend other products as I do not know them well.

e.

Title: Re: Info Mart and external sources
Post by: smile on July 08, 2010, 04:15:46 AM

I'm agree that GI2 are very good (at least on our lab ;) ), but our sales-man said that this product will be end-of-sale in nearest future, so Genesys will not continue to develop it =(

Title: Re: Info Mart and external sources
Post by: Fra on July 09, 2010, 09:03:06 AM

[quote author=smile link=topic=5675.msg24897#msg24897 date=1278562546]
I'm agree that GI2 are very good (at least on our lab ;) ), but our sales-man said that this product will be end-of-sale in nearest future, so Genesys will not continue to develop it =(
[/quote]

GI2 soon end-of-sale?? Either this is a blunder or I don't get Genesys strategy anymore..  ???

Fra

Title: Re: Info Mart and external sources
Post by: smile on July 09, 2010, 09:21:11 AM

[quote author=Fra link=topic=5675.msg24928#msg24928 date=1278666186]
GI2 soon end-of-sale?? Either this is a blunder or I don't get Genesys strategy anymore..  ???

Fra
[/quote]


Fra, do you know the roadmap for GI2? Will the version 8 for GI2?