Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: imaki on August 17, 2010, 08:00:25 AM

Title: Which sdk to pick calls from the queue?
Post by: imaki on August 17, 2010, 08:00:25 AM

Hi, we have a request from a future customer, that they want their future softphone be able to pick a queueing voice call from a queue. So do anyone have an idea what sdk can provide such service?

We need data from the queueing calls to agent screen, and some way how the agent can tell to URS/TServer to direct specific call to this agent. And this will be with Genesys version 8.x

Any ideas?

Title: Re: Which sdk to pick calls from the queue?
Post by: René on August 19, 2010, 07:08:58 AM

Hi Imaki,

It might be possible to implement described functionality using Voice Platform SDKs using RequestRouteCall. However, this request is marked as 'for internal use only' so it might be tricky to make it working properly. And there will be conflict between URS and this request as well that may lead to some conflicts (unexpected end of routing strategy, reporting issue) as well.

Personally, I wouldn't not recommend you to implement such functionality and it may bring more issues than benefits.

R.

Title: Re: Which sdk to pick calls from the queue?
Post by: imaki on August 20, 2010, 08:15:44 AM

I managed to find a way to make this. I used Voice platform sdk, but not with the RequestRouteCall. I made a strategy which wait for agent info on user data(they do not want automatic routing. At least not yet, we have some teaching to do..). So using sdk I inform agents, and then also forward to user data given employeeid, and URServer routes call to that agent..