Genesys CTI User Forum
Genesys CTI User Forum => Genesys-related Development => Topic started by: daniel_san on May 25, 2015, 05:08:28 PM
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Hello,
I can see the auto answer for each channel on interaction workspace annex of configuration manager.
*voice.auto-answer
*email.auto-answer
[b]*outbound.push-preview.auto-answer[/b]
There is no option for the pull preview interactions to set auto answer?
Something like... [b]outbound.pull-preview.auto-answer[/b]
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What? No because in that model calls are invoked by agent and shown on IWS by default...
What you say is redundant and illogical.
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[quote author=cavagnaro link=topic=8870.msg39540#msg39540 date=1432585796]
What? No because in that model calls are invoked by agent and shown on IWS by default...
What you say is redundant and illogical.
[/quote]
Thank you for your response cavagnaro.
I donīt know if it is ilogical. Let me explain:
[b]PUSHPREVIEW(campaign)[/b]
In this type of campaign, when you press the button "get record" on campaign tab, desktop shows toaster to accept or reject the interaction. If you disable variable [b]outbound.pull-preview.auto-answer[/b] on configuration the toaster doesnīt appear and interactions comes up directly.
[b]PULLPREVIEW(Rescheduled records)[/b]
The same behaviour, without the button "get record". The OCS sends you interaction. The Desktop shows the toaster to accept or decline the interaction. I want to disable this toaster. I realized there is no variable on configuration like [b]outbound.pull-preview.auto-answer[/b] with pull instead of push.
As a conclusion. I need to disable the toaster on Rescheduled interactions, like we do on PushPreview interactions.
Please, feel free to correct whatever i have written wrong.
Thank you in advance.
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It is because as it states, is for rescheduled records, what if your agent is with another call or interaction?
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[quote author=cavagnaro link=topic=8870.msg39547#msg39547 date=1432640271]
It is because as it states, is for rescheduled records, what if your agent is with another call or interaction?
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Yes, for rescheduled records (pull preview i suppose). It doesn't matter if the agent itīs working with another interaction, it will be fine if the new rescheduled interaction itīs opened automatically on another interaction.
When toaster appears itīs not calling any chain of command. When the agent press the button call chain of command to open it (or reject it).
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Remember rescheduled records have in theory a window to be called to. If agent does accept while on another call which you don't know the length it will have, you may lose a contact. Also, those records have a life span, which expire after a while. Then you control them by treatment. Imagine an agent with 3 records on his screen...what would happen then?
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[quote author=cavagnaro link=topic=8870.msg39549#msg39549 date=1432642193]
Remember rescheduled records have in theory a window to be called to. If agent does accept while on another call which you don't know the length it will have, you may lose a contact. [b]Also, those records have a life span, which expire after a while. Then you control them by treatment. Imagine an agent with 3 records on his screen...what would happen then?[/b]
[/quote]
Yes, we are controlling this time to accept the interaction.
The problem is the Agent can have a big number of reschedule for the same time. Once this time comes, the rescheduled records will appear on toasters.... If you have 15 rescheduled records, the agent have to press the button 15 times. And the time of pressing 15 times this button itīs time lost for Business...
[quote author=cavagnaro link=topic=8870.msg39549#msg39549 date=1432642193]
[b]Imagine an agent with 3 records on his screen...what would happen then?[/b]
[/quote]
The same if i have accepted the previous15 rescheduled interactions of the example, i suppose.
Any idea?
Thank you very much for your time.
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And he handles those 15? O.o is that humanly possible? What about next ones? Is this a worst scenario or a standard one? Personal or Group reschedules?
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[quote author=cavagnaro link=topic=8870.msg39555#msg39555 date=1432647919]
And he handles those 15? O.o is that humanly possible? What about next ones? Is this a worst scenario or a standard one? Personal or Group reschedules?
[/quote]
Personal reschedules. Itīs something usual...
I think that itīs not bad. The agent have some interactions for a lot of time....
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It is not logical to use "auto-answer" function for pull preview campaigns, where the interactions has to be dialed from an agent. So, it cannot be answered before is dialed :) The only way, how to achieve your goals, is through the custom module within IWS/WDE.
BTW: I am using IWS/WDE and have not encountered the toaster with accept/reject for pull preview campaigns (should by caused by configuration, but I have all allowed).
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[quote author=Kubig link=topic=8870.msg39558#msg39558 date=1432649485]
It is not logical to use "auto-answer" function for pull preview campaigns, where the interactions has to be dialed from an agent. So, it cannot be answered before is dialed :) The only way, how to achieve your goals, is through the custom module within IWS/WDE.
[/quote]
But, itīs the same behaviour in preview campaigns. The agent have to dial on each interaction opened. I am not understanding what is the difference of reschedule and push or pull to auto accept ???
[quote author=Kubig link=topic=8870.msg39558#msg39558 date=1432649485]
BTW: I am using IWS/WDE and have not encountered the toaster with accept/reject for pull preview campaigns (should by caused by configuration, but I have all allowed).
[/quote]
I tried with Toaster and Broadcast class, but it doesnīt work.
Thank you for your time.
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It is not true that the behavior is the same. In general, in out-of-box IWS version there is no way how to achieve auto-dial (no auto-answer) - only through the custom module. It becomes from OCS solution design for preview, where the agent must decide whether the customer will be dial or not. All is described in documentation very well.
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[quote author=Kubig link=topic=8870.msg39570#msg39570 date=1432665298]
It is not true that the behavior is the same. In general, in out-of-box IWS version there is no way how to achieve auto-dial (no auto-answer) - only through the custom module. It becomes from OCS solution design for preview, where the agent must decide whether the customer will be dial or not. All is described in documentation very well.
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Yes iīm not talking about auto dial. The agent will dial on each interaction.
What i was trying to say is:
In Preview campaigns. You can presh the button "Get Record" a lot of times. You will have lot of interactions opened (not dialed).
In pull preview (rescheduled), agent have to accept the reschedule pressing the accept button.
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I was trying someting. ???
Iīm suscribed to events of campaign. When a Rescheduled interaction comes to desktop iīm trying to open with
[b]_container.Resolve<ICommandManager>().GetChainOfCommandByName("StartPreviewRecordOutbound").Execute(parametersStart)[/b]
I can see in genesys documentation, this chain have no parameters. http://docs.genesys.com/Documentation/IW/8.1.3/Developer/Outbound
Iīm trying to construct the call to chain like the worskpace desktop do. But itīs not working 100% for me. Some help? :)
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Pull preview has nothing to do with "reschedule". From my point of view, the auto-answer on voice preview campaigns does not make a sense.
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The auto answer there is more an auto accept on this scenario... As there is no voice yet. Now, reschedule means you need to call on a specific time, right? Plus less a few minutes with a max of 10? Something reasonable, that is why the other person asked you to call that time.
So, if you have 15 preview interactions needed to be dialed in a window of 15 minutes, so so, you say each call will have a 1 minute or less duration?
Remember Preview interactions are to keep quality and satisfaction of the customer interaction.
If not, then do Predictive or Progressive and auto dial...what is the point to Preview if it is more likely bothering your business agent control model.
What should happen to a good quality is if agent rejects interaction because he is busy should go to the agent group or reschedule again in 2 or 5 minutes. Then on reports, you will see a HUGE number of Record Rescheduled with Error marked and some business decisions will need to be made. There is obviously something to improve with the scenario you describe.
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Hi, little step forward.
I have created auto.answer for Rescheduled Records.
Based on Campaign events, desktop is able to detect a rescheduled record campaign event and start this command:
_container.Resolve<ICommandManager>().GetChainOfCommandByName("StartPreviewRecordOutbound").Execute(parametersStart)
The interactions open correctly :). The problem is, the toaster is opening too :-\
Some idea to hidde the Toaster?
Thank you.
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Set the logging to the debug on all levels (PSDK,ESDK,..) and try to find out which commands are fired during the toaster opening.
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[quote author=Kubig link=topic=8870.msg40206#msg40206 date=1436796420]
Set the logging to the debug on all levels (PSDK,ESDK,..) and try to find out which commands are fired during the toaster opening.
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That is the problem... Itīs not executing anny command when the Workspace shows the Toaster.
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So, you can only check the Genesys code and overwrite this part of application behavior- but be aware that similiar "changes" are not supported. You can only open a FR to the Genesys.
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[quote author=Kubig link=topic=8870.msg40212#msg40212 date=1436797861]
So, you can only check the Genesys code and overwrite this part of application behavior- but be aware that similiar "changes" are not supported. You can only open a FR to the Genesys.
[/quote]
It sounds complicated. I donīt know how to overwrite this part of the application. Maybe, can i try to overwrite the original DLL of outbound?
Thank you :)