Genesys CTI User Forum > Genesys-related Development
media type auto answer
cavagnaro:
The auto answer there is more an auto accept on this scenario... As there is no voice yet. Now, reschedule means you need to call on a specific time, right? Plus less a few minutes with a max of 10? Something reasonable, that is why the other person asked you to call that time.
So, if you have 15 preview interactions needed to be dialed in a window of 15 minutes, so so, you say each call will have a 1 minute or less duration?
Remember Preview interactions are to keep quality and satisfaction of the customer interaction.
If not, then do Predictive or Progressive and auto dial...what is the point to Preview if it is more likely bothering your business agent control model.
What should happen to a good quality is if agent rejects interaction because he is busy should go to the agent group or reschedule again in 2 or 5 minutes. Then on reports, you will see a HUGE number of Record Rescheduled with Error marked and some business decisions will need to be made. There is obviously something to improve with the scenario you describe.
daniel_san:
Hi, little step forward.
I have created auto.answer for Rescheduled Records.
Based on Campaign events, desktop is able to detect a rescheduled record campaign event and start this command:
_container.Resolve<ICommandManager>().GetChainOfCommandByName("StartPreviewRecordOutbound").Execute(parametersStart)
The interactions open correctly :). The problem is, the toaster is opening too :-\
Some idea to hidde the Toaster?
Thank you.
Kubig:
Set the logging to the debug on all levels (PSDK,ESDK,..) and try to find out which commands are fired during the toaster opening.
daniel_san:
[quote author=Kubig link=topic=8870.msg40206#msg40206 date=1436796420]
Set the logging to the debug on all levels (PSDK,ESDK,..) and try to find out which commands are fired during the toaster opening.
[/quote]
That is the problem... Itīs not executing anny command when the Workspace shows the Toaster.
Kubig:
So, you can only check the Genesys code and overwrite this part of application behavior- but be aware that similiar "changes" are not supported. You can only open a FR to the Genesys.
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