Genesys CTI User Forum

Genesys CTI User Forum => Genesys-related Development => Topic started by: gstkein on September 24, 2015, 04:35:43 PM

Title: Facebook and Twitter (Social Media) using PSDK
Post by: gstkein on September 24, 2015, 04:35:43 PM

I know there are plugins for IWS to do this, I have to replicate the functionality provided by this plugins in Platform SDK.

I have no Idea where to find documentation regarding how to do this, I would appreciate help and also if anyone could provide a code sample
or a tip on how this is done it´d be great.

I don´t know if I should interact only with the Interaction Server, or the UCS server or if there´s a protocol for the Social Messaging Server.

Thank you

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: Kubig on September 25, 2015, 06:41:55 AM

If I remember well, the interact is just between IWS/WDE and IXN-UCS, not direct with Soc.Messaging Server. The event-flow should be in general same as for any other non-voice interaction, of course with some differencies in used fields,userdata, etc. I am afraid that there are no documentation strictly related to that.

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: cavagnaro on September 25, 2015, 11:59:58 AM

SM just converts any FB or Tweeter or any app (message got via FB API for example) to a Genesys Interaction. As such is sent to Interaction Server and all magic begins.
Just use standard PSDK for Multimedia inteactions.

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: gstkein on September 25, 2015, 02:23:16 PM

Ok, thanks, so I should connecto to Interaction Server and UCS only. I guess I´ll have to reverse engineer the messages since there´s no documentation at all :(

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: cavagnaro on September 25, 2015, 03:20:39 PM

What you mean no documentation? User data is user data, what Facebook API provides as Facebook data is not responsibility of Genesys, you should read the FB API documents.
Genesys does has all documentation on how to handle an interaction via Multimedia SDK. No magic nor missing info.



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Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: gstkein on September 25, 2015, 03:31:39 PM

I thought the facebook driver for the Social Messaging Server handled that and that I only had to create a new interaction for the media and specify some parameter such as comment or like and Genesys solved the details.

Would you be so kind as to point me to the documentation  on how to handle an interaction via Multimedia SDK, I mean wich manual would help me with that?

And if you could explain a minimum example on how to interact with facebook api using user data, just to grab the idea it would be really helpful.

Thank you

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: cavagnaro on September 25, 2015, 04:11:49 PM

Fb plug-in will convert all data received from FB to Genesys TLib, making values a part of attached data. So forget about that part. You will just need to interact, as said, as email interactions for example, with IXN and UCS if needed.
Documentation is part of the PSDK itself. It has samples there. No documentation will say, for fb do A, for chat do B, and so on. SDK is the same for all channels.
If you wanna know what attached data is provided to Genesys then just open an IXN log and will see the attached data.

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: gstkein on September 29, 2015, 03:05:38 PM

Yes, so I guess I have to reverse engineer a conversation between IWS and the server in order to know how to post a comment or a like in fb and the rest should be like accepting an invitation and editting interaction data.

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: cavagnaro on September 29, 2015, 08:34:27 PM

? What on earth are you talking?
Why reverse engineering? The application already does it for you... Just read the user manual and see sample videos.
No magic nor mysteries to have you doing magic.

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: gstkein on October 01, 2015, 02:53:47 PM

I am developing a java program using PSDK, and I know how to work with emails and chats using the interaction server and UCS server, but
I have no idea on how to work with facebook interactions.

To which usermanual and sample videos are you refeering?

And thanks for you time and replies.

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: Kubig on October 02, 2015, 10:46:11 AM

As have been mentioned for several times, the Genesys event model is still same for FB or Twitter types of interaction. Do not reinvent the wheel...

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: gstkein on October 02, 2015, 01:36:45 PM

I do understand that, the String parameters needed for Facebook and Twitter messaging is what I don´t know, I mean like when I create a new Interaction and I have to set it´s parameters, I dont know how to send a comment or a like for example.

I know how to reply an email

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: Roath on February 04, 2016, 11:00:36 PM

I know this is old.. but if you need any help in this area in the future I maybe able to help.

I have built facebook and Twitter monitoring and routing solution for another CTI platform end to end.. so I can help out with the agent side of things. ( handling the data and how to make something the agent can use)

There are way to many variables to just give an answer..  but happy to help where I can.

Rob

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: gstkein on February 12, 2016, 09:35:05 PM

Hello Roath, thank you, any help you can provide will be very welcome and if you have code examples or info on where you´ve learnt how to do what you did, that would be great to.

As I said before, I know how to handle interactions, EventInvite, RequestSubmit, accept, transfer, placeInQueue etc, what I don´t know is the parameters needed for facebook or twitter interactions, for example, how to create a LIKE or a comment, or a tweet, or how to read them, and what info I should get from IS and from UCS, altough I could do the later by experimenting.

So any help would be great, and thanks!

Title: Re: Facebook and Twitter (Social Media) using PSDK
Post by: Sudherson Nadar on April 20, 2016, 05:29:07 AM

Hi,
you have to interact with both Interaction as well as UCS so that you get a proper chain.
Bcs For every Interaction. Interaction Id is created and with the help of that ID you can retrieve the data from UCS though.
So You have work with both IXN server and UCS

Thank you.
If any Mistake please Ignore it.