Need some help?

[vjicecool]

How do i pull customer data from database?
I have a third party desktop tool kit. which you can customize.
i would like to know is it possible to pull customer data from the database and display it on the agent desktop using agent phone number.

what would be the procedure to follow here.

[cavagnaro]

Call Inbound > RP > Strategy > DB object > call SP with ANI as parameter > SP return data > URS attach data as KVP > TServer catch data > Your softphone with Genesys SDK gets this KVP > As it is now on C# or VB environment you call a Windows form with that KVP as parameter and display it

[vjicecool]

Thank you
I was actually referring to when an agent calls to a customer, not an inbound or outbound call
this happens when an agent gets a voice mail from customer and decides to call the customer. so the agent has to pull the data of the customer using his phone number.
he will be pulling  the data from the ocs database.

[Steve]

It will still be pretty much like Cav suggested, you will need a stored procedure in the database which you call with the phone number as a parameter and the SP will return the data.

How you actually call this SP, and how you display the data will depend on the desktop toolkit you are using and how configurable it is.

You will probably need the database client software on every agents PC, unless you can channel the call to the SP through a single server.

[ExodusSS]

[quote author=cavagnaro link=topic=6765.msg29408#msg29408 date=1319778623]
Call Inbound > RP > Strategy > DB object > call SP with ANI as parameter > SP return data > URS attach data as KVP > TServer catch data > Your softphone with Genesys SDK gets this KVP > As it is now on C# or VB environment you call a Windows form with that KVP as parameter and display it
[/quote]

Wow - a 5-day course in one sentence..... lol

ESS