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Genesys CTI Technical Discussion / Re: mlcmd not working corretly
« Last post by hsujdik on Today at 11:42:43 AM »
You are adding the -scshost switch but not specifying the host as a parameter. Also, you should use it along with -scsport switch
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Genesys CTI Technical Discussion / Re: mlcmd not working corretly
« Last post by vmeno000 on Today at 10:36:01 AM »
Try IP address of config server for the -cshost parameter and see if it works. Then if the provided -csport <port> -csappname <app_name> -csuser <username> -cspassword <password> is all correct, then check SCS logs for a new mlcmd connection (Validate those credentials using CME or GA or any tool that requires authentication into Genesys Config Layer first). You should see something like this in your SCS logs which is basically the output you will also see in your command line result

17:20:47.588 Client: new client 444 connected.
17:20:47.588 Client: host name wasn't obtained. IP-address: ***.***.**.**:47240
17:20:47.589 Create CIRequester (socket: 444, name: 'mlcmd')
17:20:47.589   Trace   192.168.10.98   Solution_Control_Server   GCTI-43-10400   SC Interface 'mlcmd' connected, username='default', socket=444, client's host='(***.***.**.**:47240)', client's tenant='Environment'
17:20:47.589 ### LOCAL MESSAGE#=10400, 'SC Interface 'mlcmd' connected, username='*****', socket=444, client's host='(***.***.**.**:47240)', client's tenant='************''
17:20:47.590 SCI(444,mlcmd) <== {confserv      } [APP_STATUS_RUNNING, PRIMARY]
17:20:47.590 SCI(444,mlcmd) <== {102, DBServer_Logs } [APP_STATUS_RUNNING, PRIMARY]
17:20:47.590 SCI(444,mlcmd) <== {103, Solution_Control_Server} [APP_STATUS_RUNNING, PRIMARY]
17:20:47.590 SCI(444,mlcmd) <== {104, DAP_Logs      } [APP_STATUS_UNKNOWN, EXITED]
17:20:47.590 SCI(444,mlcmd) <== {105, Message_Server} [APP_STATUS_RUNNING, PRIMARY]

Masked IPs above.
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Genesys-related Development / Re: Sending quick replies using Platform SDK
« Last post by cavagnaro on February 14, 2019, 08:07:34 PM »
You are using GMS Chat, correct?
And the PSDK app you developed hook how to it?
Basically is just to send a response as described in the Rich samples
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Genesys-related Development / Sending quick replies using Platform SDK
« Last post by Mogoh on February 14, 2019, 04:52:33 PM »
Hello,

I have a chatbot app built using Platform SDK and was hoping to add buttons to it. I encountered this https://docs.genesys.com/Documentation/GWC/latest/Deployment/GWCRM and checked about Platform SDK sending JSON. According to this https://docs.genesys.com/Documentation/PSDK/8.5.x/Developer/JSONSupport it is possbile. What is unclear to me is can I send these quick replies using BasicChatProtocol and how would I do that.
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Genesys CTI Technical Discussion / Re: What is the best Handle Time
« Last post by vmc on February 13, 2019, 06:33:27 PM »
Definitely include acw. I wouldn't necessarily count number of hold statuses in the divided by section though as you may skew your figures where one call had multiple holds etc.

Sent from my Redmi Note 3 using Tapatalk

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Genesys CTI Technical Discussion / Re: What is the best Handle Time
« Last post by cavagnaro on February 13, 2019, 05:53:41 AM »
 ???
Handle Time is Business dedicated time for a customer interaction.
So Inbound/Outbound+ACW Status Time


If you are doing a division then guess you want Average Time?


In your division why you also don't add up consult+hold?? If you are measuring Status then add them too...


Internal...that is not business related usually as it was a private call or without customer
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Genesys CTI Technical Discussion / What is the best Handle Time
« Last post by PFCCWA on February 13, 2019, 05:04:18 AM »
Hello,
I am interested in knowing what is used for handle time at the moment?
I know there is no correct way as it could be dependent on the end user requirements.
We are using :
(time) inbound+consult+hold+dialing+outbound+internal+outbound
/
(number) inbound+internal+outbound


there is no in-call status split between inbound,outbound and internal so these are always included. We also have cases where the agents make outbound calls and may perform consult.

thanks,
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Genesys CTI Technical Discussion / Re: Time zone difference in Tomcat servers
« Last post by cavagnaro on February 12, 2019, 08:54:37 PM »
If you don't have a bat, Tomcat will seek enviroment variables at the OS level too. So just declare them and should work.
U using Linux or Windows?


https://stackoverflow.com/questions/32771124/how-to-pass-environment-variable-to-tomcat-running-as-windows-service


Have a read on how Tomcat work with those variables and then you will need to adjust to your OS and configurations.
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Genesys CTI Technical Discussion / Re: mlcmd not working corretly
« Last post by cavagnaro on February 12, 2019, 08:52:03 PM »
What does CfgServer logs says?
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Genesys CTI Technical Discussion / Re: mlcmd not working corretly
« Last post by willy92wins on February 12, 2019, 07:12:00 PM »
Thanks for pointing that out! I changed it to my app name and now i get another different error:



I have tried looking up for it but cant find any references neither on Genesys site nor Google itself
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