Genesys CTI User Forum > Genesys-related Development
Interaction listener
exorx:
Hi, we'd need to build an interaction listener. As an example, when a call comes in, we we'd like to be informed when the call is started, ended, when the call is transferred etc. so we can call our homemade CRM system with some data about the interaction (can't use G+ since it's a homemade CRM). Right now, we need to "listen" to voice interactions only but we'll need to listen other type of media interactions as well like chat in a couple of months.
I've searched the Platform SDK doc and I can't find exactly what I'm looking for. I'm using the .NET version (8.1.000.11) right now. If I try to connect to the InteractionServer using the InteractionServerProtocol object, will I be able to listen to voice interactions or only non-voice interactions? Since UCS-eServices is enabled on our server (even if we don't really use it), maybe I should connect to this server instead?
Is there anybody who did the same thing and could point me in the right direction?
Thanks
cavagnaro:
You need a connection for each TServer, the one that handles voice and then the multimedia interactions too as Chat.
Timur Karimov:
Hi there
Time by time , then I read in customer request something like this: "when a call comes in, we we'd like to be informed when the call is started, ended, when the call is transferred etc.so we can call our homemade CRM system with some data about the interaction", - the first question what I every time ask - WHY?!
Why you need to inform you CRM about every call transformation step? In my world, CRM - it all about customer relations, but call transformtion tracking - it's not about relations it's about you infrastructire technical work.
So, don't invent the new bike! Use already existing one!
Ask yourself about motiv, about real task what you need to achive!?
You need to integrate routing system with CRM to achive the dynamic and intellectual routing?
You homemade CRM must provide this data to routing system. Create SOAP interface or any other API-like call point. And use it from URS/ORS/GVP.
You need technical tracking for control , for reporting system, etc?
Use ICON and Statserver/CCA. It's both don't need any additional licenses and easy to deploy, support and use for enduser. DataMart and CCPulse do not meet the user requirements ? Use any of available BI system or just create the banch of homemade reports with any reporting system.
Well, another side.
You need to integrate the agent desktop with you homemade CRM?
And again in most cases you don't need any custom servers to monitor low-level T-Lib interfaces from T-Servers. Which one agent desktop you use? Is it any of comercial system or homemade too? If it's homemade - why you just can't send the interaction data from it? If it's commercial - ask the developers about such cusomizing API.
For example, both of Genesys standart solution (i mean GAD and IWS) have a great capabilities to create such custom extensions.
WBR Tim
exorx:
Hi again, thanks for the quick answers. It's great to see a Genesys community where I can actually get answers from! If I got trouble communicating with the T-Server, I'll get back to you!
Hey Timur, initially, I wanted to do everything from our own systems (agent desktop as an example) but my entreprise wants to know if the client called on the IVR and ended the call before reaching an agent, when the client calls back, they want to be able to know if the client called twice etc.
Timur Karimov:
[quote author=exorx link=topic=7921.msg34706#msg34706 date=1375273696]
Hey Timur, initially, I wanted to do everything from our own systems (agent desktop as an example)
[/quote]
On low-level T-Lib request with out using existing Enterprise SDK modules? God help you in this case =))
[quote]
but my entreprise wants to know if the client called on the IVR and ended the call before reaching an agent, when the client calls back, they want to be able to know if the client called twice etc.
[/quote]
It's a very simple case which can be easy solved on routing side with standart URS/ORS methods
WBR Tim
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