Genesys CTI User Forum > Genesys-related Development

Interaction listener

<< < (2/2)

exorx:
We're using Composer and SCXML for our strategies.

By standard URS/ORS methods, you mean to call web services from within our composer workflows to call our crm system?  Would you elaborate a bit more on this one.  I don't see how I could get the call end date using this method.

Since we got a lot of strategies, we would need to modify a lot of strategies to communicate with our crm system within our composer orchestrations directly. 

Something external which listens to interactions would be easier to implement from my point of view.  Feel free to get back to me.

Thanks

bublepaw:
Some comments:
- if You have eService You already have component called UCS which does exactly what You ask - keeps track of who and when reach Your contact center.
- I fully support Timur POV - for such simple service as tracking who disconnected on IVR and how much time customer tried to reach us it is best practice to use web service calls from IVR/strategy
- If You are using IVR I am assuming You already have some reporting there which probably has this information already
- actually in SCXML strategies You can easily track disconnection event
- implementing event listener is more complex because:
- You need to properly understand Genesys event model - for simple scenarios without transfer it is easy but for more complex scenario it becoming a problem and for multisite transfer it is really challenging task. Just to give You example EventReleased not always means that call is fully disconnected
- You need to implement some kind of high availability mechanism if You want solution to be reliable
- all those things are already in Genesys components so implementing using simple methods is faster and safer
- You can create code which is shared between multiple flows to simplify implementation
- also since You have lot's of strategy maybe this project is good opportunity to cleanup things and limit number of flows for example by implementing generic workflows driven by GAX parameters

Navigation

[0] Message Index

[*] Previous page