Genesys CTI User Forum

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

Title: Preview Dialing
Post by: Vivek on January 01, 1970, 12:00:00 AM

Has anyone done preview dialing? I am trying to develop an application which should do preview view dialing.

Title: Preview Dialing
Post by: Vic on January 01, 1970, 12:00:00 AM

Vivek, what would you like to know?

IT is relatively easy to make because all you do is react to an event, and request a dial :)

Title: Re: Preview Dialing
Post by: jjavierv on January 02, 2008, 10:07:08 PM

I have the same question... and another one: how do I request the dial? "PreviewDialingModeStart"???  :-\

Title: Re: Preview Dialing
Post by: Daimonas on January 03, 2008, 02:05:50 PM

Outbound communicates to its clients by user events, in this case your desktop application connected to T-Server would be the client. You would want to configure the agents/DNs,Queues,Campaigns the same way you would configure a normal predictive or progressive campaign.

Then to set up preview dialing, you would change the "Dialing mode" in Preview either in OCM or CME. When the campaign is started, the desktop clients will receive a user event with all the information to who, what, when and where the call should be dialed.

Refer to the Oubound Reference manual for futher details on the exact events and attributes you need to attach to complete the dial.

Title: Re: Preview Dialing
Post by: jjavierv on January 03, 2008, 03:07:33 PM

Ok, thanks, but I get that part... the thing is that when I have a campaign running in PreviewDialing, when I request a record I receive all the attached data, the question is how I tell to begin dialing that customer?

???

Title: Re: Preview Dialing
Post by: cavagnaro on January 03, 2008, 03:43:17 PM

Just capture the GSW_PHONE and dial it (TLine.TDial), there is no automatic way as agent decides when to dial, that is the basis of Preview dialing mode

Title: Re: Preview Dialing
Post by: jjavierv on January 03, 2008, 03:53:15 PM

Ok.  Thanks for clearing that up.

Title: Re: Preview Dialing
Post by: jjavierv on January 03, 2008, 04:03:29 PM

I have another question....

For example, I Tdial a phonenumber from a requested record using PreviewRequest, the call result will be detected and saved or I have to program that part also?

??? ??? ???

Title: Re: Preview Dialing
Post by: cavagnaro on January 03, 2008, 04:22:04 PM

The agent will have to save the result, the automatic way only works on Progressive or Predictive dialing methods.

Title: Re: Preview Dialing
Post by: jjavierv on January 03, 2008, 05:08:10 PM

Now everything is clear.  Thanks  :D

Title: Re: Preview Dialing
Post by: jjavierv on January 28, 2008, 07:58:34 PM

Another question (just to be sure)... in this Dialing Mode, after I save the Call Result through my application, Treatments will respond as well as they do in Predictive/Progressive Mode?  Or there is anything else?  ??? ???

Title: Re: Preview Dialing
Post by: cavagnaro on January 29, 2008, 12:57:51 AM

No nothing else  ;D

Title: Re: Preview Dialing
Post by: jjavierv on September 25, 2008, 04:26:51 PM

[move]I have a new "Preview Question"!!![/move]

I was wondering if there is any possibility (or if it is healthy) to send the same attached data back, the same one I receive when I issue a "Preview Record Request", during an established "Tdial" call.

Why I need that? I am working with a Voice Recording Service that senses the attached data sent by Genesys, and relates it with the VoiceCall Data.  It happens that way with Progressive/Predictive, obviously in Preview this does not happen, so I want to simulate it.

If there is another suggestion, welcome!

Title: Re: Preview Dialing
Post by: victor on September 26, 2008, 02:23:30 AM

One liner reply - why would it be bad?