Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Michael on October 19, 2006, 03:30:40 PM

Title: Genesys Support Phone
Post by: Michael on October 19, 2006, 03:30:40 PM

Does anyone have documentation on the Genesys Support phone (TestPhone.exe)? If so, could I obtain a copy?

Thanks!
Mike

Title: Re: Genesys Support Phone
Post by: victor on October 20, 2006, 04:34:50 AM

[quote author=Michael link=topic=1879.msg6176#msg6176 date=1161271840]
Does anyone have documentation on the Genesys Support phone (TestPhone.exe)? If so, could I obtain a copy?

Thanks!
Mike
[/quote]

Mike,

I don't know if there is a documentation for it, but if you need some help with it - just tell me and I will put together some examples for you :)

Title: Re: Genesys Support Phone
Post by: Michael on October 27, 2006, 01:38:31 PM

Victor,

That would be great! We are expereincing issues registering for DNs sepcifically. Any examples you can provide on basic / advanced functions would be greatly apprecaited.

Thanks!

Title: Re: Genesys Support Phone
Post by: victor on October 30, 2006, 06:07:26 AM

Sure, here is how to connect:
[size=8pt][color=Green]
Public Function TConnect() As Boolean

    Call TConnection.ConfigureAddp(10, 20, addpTraceFull)
    Call TConnection.EnableAddp(True)


    ' Control connection parameters
    If IsEmpty(Me.TServer) = True Or IsEmpty(Me.TPort) = True Then
   
        ' Log.WriteAs getLogFileName(), "class.TConnect", -1, -1, "Connection parameters missing."
        TConnect = False
        Exit Function
       
    End If
   
    ' Log.WriteAs getLogFileName(), "class.TConnect", 1, 0, "THost is " + Me.TServer + " @ " + Me.TPort
   
    If frmTelephony.TConnection.TConnect() = False Then
   
        ' Log.WriteAs getLogFileName(), "class.TConnect", -1, -1, "Could not connect to TServer"
        TConnect = False
        Exit Function
       
    End If
   
    ' Log.WriteAs getLogFileName(), "class.TConnect", 1, 0, "Connecting to TServer..."
    TConnect = True

End Function[/color][/size]

Here is how I would register:

[size=8pt][font=Verdana][font=Verdana][color=Green]Private Sub TConnection_TEventLinkConnected(EventInfo As DesktopToolkitX.TEventInfo)
    numOfRegisteredQueues = 0
   
    Call myWatch.setCallResult(EventLinkConnected, "", "Event", 0)
   
    If myWatch.numOfChannels = 0 Then
   
        ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", -1, 0, "Because channels (DNs) not set and initialized, main program couldn't continue."
       
        If Me.TConnection.TDisconnect() = False Then
       
            ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", -1, 0, "Couldnt Disconnect from TServer"
           
        End If

        Exit Sub
       
    End If
   
    Dim rs              As TStatus
    Dim i              As Integer
   
' if you are watching more than one DN, numOfChannels would be 2 :) <-- Nortel for example :)
    For i = 1 To myWatch.numOfChannels
   
        ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", 1, 1, "Processing " + Trim(Str(i))
       
        Call Me.TExtension(i).TSetRegisterMode(ModeMonitor)
        rs = Me.TExtension(i).TRegister()
       
        If rs = T_FAIL Then
       
            ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", -1, 0, "Couldnt register Channel " + Trim(Str(i))
       
        Else
       
            ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", 1, 0, "Registering Channel " + Trim(Str(i))
           
        End If
   
    Next i
   
End Sub[/color][/font][/font][/size]

Ummm... What else? It is pretty straight-forward really...

Here is how you would query for agent status on that DN, because you would not want to try to login agent who is already logged in, right?

[size=8pt][color=Green]Public Sub Get_DN_Info(Index As Integer, dn As String)
 
  Dim rs          As TStatus

  rs = TExtension(Index).TQueryAddress(AddressInfoDNStatus)

End Sub
[/color][/size]
Here is how you would get Attach-Data:

[color=Green][size=8pt]Private Sub TExtension_TEventAttachedDataChanged(Index As Integer, EventInfo As DesktopToolkitX.TEventInfo)

    Dim i          As Integer
    Dim sName      As String
    Dim sValue      As String
    Dim connId      As String
    Dim AgentId    As String
   
    connId = vbNullString
    connId = EventInfo.connId.GetConnIDAsStr()
    AgentId = vbNullString
    AgentId = EventInfo.AgentId
   
    For i = 0 To EventInfo.userData.GetCount - 1
   
        sName = vbNullString
        sValue = vbNullString
       
        sName = EventInfo.userData.Get(i).Key
       
        If EventInfo.userData.Get(i).Type = CKVTypeNum Then
       
            sValue = Str(EventInfo.userData.Get(i).NumValue)
           
        Else
       
            sValue = EventInfo.userData.Get(i).StringValue
           
        End If
       
        Call myWatch.setUserData(Index, connId, AgentId, sName, sValue)
   
    Next i
   

End Sub
[/size][/color]


Please tell me if you need anything else :)

Genesys ActiveX is really a breeze to program and actually works enough to make it enjoyable.  They provide you with ActiveX sample which pretty much is self-explanatory.

If you have a question - feel free to ask :)

Vic

Title: Re: Genesys Support Phone
Post by: Michael on October 31, 2006, 03:26:18 PM

Victor,

Thanks for taking the time to provide the support phone code. This will be very useful if I am unable to use the support phone that I currently have. I have a support phone application (supposedly from Genesys originally) that I am trying to use. However, I have been unable to find documentation on it anywhere.

I am attaching a screen shot of the phone as well as the "documentation" I received with it to see if anyone recognizes it and might have documentation on it.

Thanks again for the info!
Mike

Title: Re: Genesys Support Phone
Post by: IanDS on October 31, 2006, 04:18:52 PM

I have this version and the later version.

What do you want to know, there is no documentation on it, but after using it a couple of times it will become very familiar.

To connect to tserver enter the host and port details and press connect.
to register enter the dn/extn and press the register button
to login an agent enter the agent details and press login
make sure you turn on internal tlib logging, so that you can see what is going on.

For more advanced functions you really need to look at the tlib developers guide as it will mention what values need to go with each request.

Title: Re: Genesys Support Phone
Post by: TheSailer on November 03, 2006, 09:18:47 PM

Hello

It's possible to get the supportphone ?

Title: Re: Genesys Support Phone
Post by: cavagnaro on November 05, 2006, 01:09:54 AM

Yes, from Genesys Tech Support Web Page go to Tools and download it

Title: Re: Genesys Support Phone
Post by: TheSailer on November 06, 2006, 09:09:33 PM

sorry, but i can't find the tools

Title: Re: Genesys Support Phone
Post by: cavagnaro on November 07, 2006, 04:43:08 AM

Login to http://support.genesyslab.com
Go to Knowledge Base
Go to Troubleshooting Utilities
Walla!  ;D

Title: Re: Genesys Support Phone
Post by: Kevin S on November 27, 2006, 03:08:04 AM

If you do have support through Genesys' site, look under the Tutorials. I think they covered a few of the troubleshooting tools (including the support phone) a few months back.

I have downloaded, but have not had a chance to run through it yet.

Title: Re: Genesys Support Phone
Post by: Lamiv_Rumak on May 12, 2011, 11:56:03 AM

Is ther any link to download this TLib developers guide? :-\

Title: Re: Genesys Support Phone
Post by: Lamiv_Rumak on May 12, 2011, 12:26:09 PM

Does anyone have documentation on the Genesys Support phone (TestPhone.exe)? If so, could I obtain a copy?