Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vjicecool on November 23, 2011, 05:35:59 PM

Title: OCM SDK?
Post by: vjicecool on November 23, 2011, 05:35:59 PM

I asked this same question in another forum, no answers so far, here it is again.

Hey Folks
I have a question regarding Genesys OCM SDK
I would like to know what it does and where we can get it,
We are having a scenario where an agent should call back the customer using his phone number, Using OCM SDK how we can achieve this, Any thoughts on this topic
Have any of you guys worked on OCM SDK. What are your thoughts. should we get this product through GPS or where?
This is something important for me, so moderators please post this thread to the site.
thanks
in advance

Title: Re: OCM SDK?
Post by: René on November 28, 2011, 03:25:48 PM

Hi,

No product called OCM SDK exists. There exists only namespace within Outbound Platform SDK that provides requests related to outbound requests used typically by agent desktop application.

I don't understand why you need Outbound SDK to make outgoing call. Could you be more specific in what you're trying to achieve.

R.

Title: Re: OCM SDK?
Post by: vjicecool on November 29, 2011, 11:36:25 PM

Can you please look into this thread

http://www.sggu.com/smf/index.php/topic,6769.0.html


We have a third party desktop application called cimplicity which is a softphone.

Title: Re: OCM SDK?
Post by: Steve on November 30, 2011, 04:49:56 PM

In the original thread you wanted to give your agents OCM to update calling lists, and I explained how to set up the CME permissions to allow this. No one ever mentioned OCM SDK, which as Rene points out here, doesn't exist. OCM allows users to update calling list directly, are you now trying to integrate the OCM functionality into your desktop app?

Title: Re: OCM SDK?
Post by: vjicecool on December 01, 2011, 01:57:52 PM

Here is the thing
an agent will be having a voice mail on his phone,
agent decides to call back the customer(right at this moment, agent is logged into the softphone and CRM tool)
So our business requirement is, an agent should see the record which is in OCS database before he makes a call.
How we can do achieve this?
One method is to give access to OCM (for agents) which i figured out not a good idea after your suggestion and other searchings on this thread.

so when i contacted genesys, they mentioned outbound sdk, which i was thinking have any one ever worked on that.