Platform SDK implementation

[luchosrock]

Hi all, i never used a Genesys solution before, so i'll try to be as more specific as i can.

Here's my issue:

The call center i'm workin' with made an [i]aggresive[/i] upgrade from Genesys 5.1 to 8.1, so i have to develop a toolbar/softphone solution migration (almost from scratch) and integrate it with a Web Based CRM system.

In 5.1 the integration was made this way (in VB6):

    - A toolbar with the basic voice instructions (dial, answer, login, ready, not ready, transfer) make calls to generic functions that are present in a dll and communicate with the CRM through a WebBrowser embedded.

    - The [i]generic[/i] functions makes the genesys calls and interacts with Genesys CTI.

My questions are:

1. Before I develop, i would like to know if this is really a good practice, or should i just make use of the platform SDK directly?

2. For now, this should be a voice solution only, but in the future, there should be a Live Chat and Video Support. Can this be done with .Net and Platform SDK?


Thanks in advance.
L.

[cavagnaro]

1. Yes, you can use Platform SDK (from scratch using the samples) is the better approach
2. Yes, all medias are supported, you need just the right SDK (components) to support those functionalities.

[luchosrock]

Can I make the toolbar/softphone stuff  independent of the CTI i use? I mean by example, the toolbar development having a Generic DIAL buttons that triggers a DIAL_GENESYS event. Is this kind of programming recommended?

[cavagnaro]

CTI is Genesys in this case. If you have another CTI like Avaya you need their SDK...Cisco with Cisco SDK...etc.
Maybe there is a lower interphase (CSTA) but is harder and complicated to do so

[luchosrock]

Maybe this image will help you: It's the current implementation of Genesys 5.1. According on what i've been told, the whole point of Generic and Abstract is to make the softphone desktop App CTI-independent (i could use any CTI just changing the Abstract source).
[img]http://img845.imageshack.us/img845/4554/dibujofpw.jpg[/img]

Hope it helps.

[Kubig]

Use PSDK(Platform SDK) developer guide for your preferred code language (.Net,Java,C++). R5.1 and R8.1 are incomparable in this way. I recommend to you visit any Genesys training or at least more familiar with the Genesys product as a solution. It is very difficult to develop "good" app without notion about system.

[cavagnaro]

[quote author=luchosrock link=topic=7594.msg32680#msg32680 date=1357594762]
Maybe this image will help you
[/quote]

hehe I though the one asking for help was you...funny guy

[luchosrock]

I meant clarify my question. Hope it did.

According to the model in the image: do you guys think the whole abstraction thing can be done in Genesys 8.1?

[Kubig]

About which abstraction do you talk,what is block with name "CTI Abstract" and "CTI Generic"? Did you read PSDK guide?

[luchosrock]

[quote author=Kubig link=topic=7594.msg32688#msg32688 date=1357648443]
About which abstraction do you talk,what is block with name "CTI Abstract" and "CTI Generic"? Did you read PSDK guide?
[/quote]

Both abstract and Generic are VB6 dll's that have the special calls to Genesys functionalities (the names are defined long before i arrived).

By example, the button "DIAL" in the softphone calls a generic DIAL instruction passed to dll.

It's a 10 years old development, and  i think the original programmer made it this way so if the company changed the CTI he didn't have to change the Client application, only point it to another dll.

[Kubig]

Yes,you can use it. BUT it is possible that the any function(name,parameters,..) can be changed during the releasing new Genesys(5.1,6.1,6.5,7.x,..),so your dll's in version 8.1 do not cover all functions,may be. You have to try it and test all possible scenario. For me,my opinion,the whole work is unnecessary and is a waste of time I guess.Being on your site so you program all over again,it saves issue in the future and the entire solution will be clean.Take note that version 5.1 is completely different from the version 8.1 and between these release is very big different.

[luchosrock]

Thanks for all the help you guys.

[Kubig]

You are welcome and good luck...

[rpenney]

I disagree with Kubig's comments, one thing to note is that the difference between 5.1 and 8.1 is NOT that much.
We still have a 5.1 client working on a new 8.1 deployment. The functionality works correctly but it is very slow due to the version of VB used :-)

Genesys have added events over the years but not removed any. The Event model is applicable across all versions.

[rpenney]

I should add that I am talking about TServer events for agent handling.
Multimedia events have changed a lot over the years so you are on your own!