Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: G3n35Y5 on September 05, 2012, 06:27:25 AM

Title: Business process for Voice Interactions
Post by: G3n35Y5 on September 05, 2012, 06:27:25 AM

Could anyone please clarify one doubt of mine? I know that business process works with chat & email. Can business process be used for voice interactions as well?

Title: Re: Business process for Voice Interactions
Post by: Kubig on September 05, 2012, 07:10:30 AM

No,BP is not possible to use with voice interactions.Why should?

Title: Re: Business process for Voice Interactions
Post by: bublepaw on September 05, 2012, 08:19:05 AM

Everything depends how You look at business process. For example with ORS (next generation of URS) You can write scripts which process call after it is finished. Those scripts can even wait for antoher call from same customer and restart processing it. So in some way this approach is similar to business processes known from eService.