A thin client agent desktop

[Flash]

Hi,

Our Customers use to ask for custom agent desktop in thin client mode using AIL SDK and some JSP or JSF stuff.

I'm wondering why Genesys did not yet publish a template for an architecture for a thin client Desktop.

Since thin client applications are naturally asynchronous, what is the way to handle events and modify the HMI (agent's browser)? Using polling in Ajax? Something else ?

For example,  I have my PlaceListener which handles InteractionEvents. I receive my EventRinging Event. How do I report the fact that the agent phone is ringing on his HMI (typically changing a grey phone icon into a ringing phone icon and enabling this icon).

To conclude, can you give me please some recommandations to deal with this problem?

Thanks by advance.

[fthierry]

Hi,
I've got the same problem... (No course for thin client and no template: Genesys goal => sell the GAD maybe)

I think like you, maybe AJAX pollling is the way but does the server will like such traffic every seconds for many users in a big call center
I recently heard about FLEX (from Adobe) which could push data to a thin client but I don't know about this technology (maybe a solution could come from it) and I  don't know if it could be compatible.

Have you find something since your post ??

Best Regards

[eferreyra]

Hi, currently im supporting a partner about genesys development, my partner has a software for debt customers contact which is web based and he needs to support Genesys Outbound Solution.

We think on wich is the best solution, we are not sure...

On the server he is going to monitor agents and positions, and here is where the truth is, in the desktop the important thing is to have the customer data immediately, because once the call is transfered you have te customer on the phone and you need the info.

One alternative is to instantiate the desktop toolkit activex on the client and receive all the events, but i dont like very much, there are navigator configuration issues, and more important the user can close the navigator easy and there go the activex...

Other alternative is to install a small desktop application only to show customer data more quick that the refresh of the navigator, but this impies install something on the desktop, we have this choice, remember just making a external web system been able to dialog OCS.

Finally no client side components, and ajax or something like this and expect that the reception of the events on the server, and the reflection of this in the client be really quick to have the client data on screen at the moment of the "Hola"

I expect to find a better solution, just dont come to my mind yet, mostly because i never do web development  just dont like, let me the desktop 

[cavagnaro]

I also agree with eferreyra. Web developments for call center scenenarios is not the best on productivity and answer times, the whole theory of seconds gain with the screenpop up goes to hell when using a browser or a Java. I also like desktop (executable) applications which works much faster and can be modified as you need.
I insist that GAD idea SUCKS for example, a customer complained once about this when used for Outbound, too damn slow and the "hello.....mister.....mister....." was unacceptable, a small exe did the job much much faster and better.

[eferreyra]

Anyway the problem persists, for reasons we not control, soon or late we are going to need some "thin client" solution.

Please if you can, share the experience here, also for anybody that address the problem.

Cheers
Pachu

[cavagnaro]

What I did to solve my problem was to develop my own softphone (Outbound/Inbound screenpopup capabilities) with a lot of features.
This is what we are now selling and installing on customers and headhecks with GAD are now gone.
What I'm trying to do now (or will try when have free time  ) is to add MCR funcionalities.
Still trying to understand this new SDK things and differences from ActiveX.

[zephyr]

Just thinking out aloud - but why can't you use a downloadable applet or ActiveX control.

Its an almost thin client.

[eferreyra]

Yea, but ...

Anyway there is a set of solutions in this way, i would point to JWS (Java Web Start) or ClickOnce (Microsoft .NET) instead of applets, still isnt the "thiniest" client solution.

Our partner finally do this:

Remeber it already have a web (ASP) solution where there is some page with all the data of the customer, he need integrate this with genesys OCM so do the login process, receive a call with user data and end in this customer web page.

Develop a small WinForm app residen in windows tray to do login process and call handling with the GAD, the app receives user data and open a window where inside have a webbrowser control where loads customer web page.

this app is distributed on clients via ClickOnce.

So isnt thin client, but they successfull integrate a Genesys OCM support in his already developed web solution.

Hope this helps someone else.