Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: cavagnaro on March 15, 2011, 07:46:29 PM

Title: Update Chat Attached Data from user side
Post by: cavagnaro on March 15, 2011, 07:46:29 PM

Hi guys,
I'm planning an installation for the Chat 7.6 solution and customer is asking if we can update the attached data from customer side. The idea would be that the form will be prepopulated with some information extracted from a DB and when chat starts that info is sent to the agent, but during the conversation the customer may need to change some values (money) and agent should receive this updates too. I think it is possible by looking at the chat sample but documentation is not very good and can't make it work, basically I added a new action and did the update on this but no success yet...any idea on how can make this?
Thanks!

Title: Re: Update Chat Attached Data from user side
Post by: René on March 16, 2011, 07:11:57 PM

Hi Cav,

Would not it be easier just sending special "hidden" chat messages to agent when customer makes a change? ;)

R.

Title: Re: Update Chat Attached Data from user side
Post by: cavagnaro on March 16, 2011, 08:19:23 PM

Meaning, like this?

rc = chat.refresh(script_pos, secure_key, user_id, msg2send);

The issue is that if I can send it as KVP I can capture it and store it on UCS...right?

Title: Re: Update Chat Attached Data from user side
Post by: René on March 18, 2011, 07:51:54 AM

Hi Cav,

Transcript of chat session is stored in UCS so it looks as a better solution to me than using UserData. But I may be wrong due limited knowledge of customer's needs.

R.

Title: Re: Update Chat Attached Data from user side
Post by: cavagnaro on March 18, 2011, 10:08:22 PM

Hum, ok now I do understand your point. Will try to explain further the customer requirement, so you can help me to visualize how this can be done as this is my first chat deployment and just understanding what it can/can't do...

Customer will establish a session with an agent
During the conversation the agent will ask if he accepts a sort of monetary proposal or whatever.
Customer will have on his chat panel form a combo box with maybe with a Yes/No/Null values.
So customer will then decide to click yes/no and send that value and agent should see it on his GAD window and store it.

For what you mention then I can click a button and send as a chat dialog the value of the combo box instead of the text area, right? But does customer will see this too?

Will ask and consult him about this and see if it fits his needs.

Thanks René!

Title: Re: Update Chat Attached Data from user side
Post by: René on March 21, 2011, 06:21:14 PM

Hi Cav,

All you wrote is possible but significant coding/development of chat web page will be needed. This will be more about JSP/HTML and JavaScript than about Genesys Chat. However, I'm not sure about GAD customization as possibilities here are very limited. That's the part you should focus carefully.

Let me know if you need more details

R.

PS. The way the chat messages are presented to the customer is controlled by code of JSP page so it's fully customizable.