Realtime data acquisition help

[sbc279]

I'm a newbie to the Genesys family, being a seasoned programmer ported over from a CMS world.

My question is, I hope, a simple one. I have a CallID number issued by Genesys, and I need to poll Genesys to get stats on that call. Specifically, any user supplied information that was entered from the vru (such as employee ID).

1) Is that possible?
2) What SDK(s) would I need?

I currently have the ActiveX Desktop SDK and CCPulse+

Thanks SO much in advance.

P.S.  I hope to soon have input on the wallboard project!!

[cavagnaro]

You will need InfoMart.
Doing it by Statistics SDK can be possible or even with Agent Desktop Toolkit but using simple report you will be able to do it but far more complicated.

[victor]

[quote author=sbc279 link=topic=3668.msg15645#msg15645 date=1229372784]
I'm a newbie to the Genesys family, being a seasoned programmer ported over from a CMS world.

My question is, I hope, a simple one. I have a CallID number issued by Genesys, and I need to poll Genesys to get stats on that call. Specifically, any user supplied information that was entered from the vru (such as employee ID).

1) Is that possible?
2) What SDK(s) would I need?

I currently have the ActiveX Desktop SDK and CCPulse+

Thanks SO much in advance.

P.S.  I hope to soon have input on the wallboard project!!
[/quote]

You have two parts to your question:

1. can I get statistics using connid?
2. can I get user-data using connid?

(1) depends on how you want to do it. You can obviously use ActiveX to capture all the events and calculate stats you need; you can query T-Server using ActiveX to get the basic stats for call and status; you can get all the stats you would ever want by using statistics sdk and connecting to statserver. Unless it is something really difficult and requires investment into stats sdk I would focus on seeing if it can be retrieved using activeX first.

(2) well, any user-generated data that you would want to retrieve using connid would need to be either:
a. done by using ActiveX in realtime by monitoring DNs where that data is generated, or passed through
b. done by using infomart and then doing a select query for a particular call

Since it seems like you only have activeX and CCP, you should try to squeeze as much as you can using 2a+1b+1a. You would be surprised about the amount of data Genesys let's you access without really paying anything.

What stats do you need?

Vic

[cavagnaro]

True Vic, but for a short time project and not intended to distribute the product InfoMart will be the best choice.

[sbc279]

The main thing I need is the ability to identify a caller that has been placed on hold waiting for an available agent to take the call.

My ULTIMATE goal is to bypas CMS completely for our plasmas displays and wallboards worldwide.

If you know of a better way or better SDK to use, it would be most appreciated.

Thanks in advance!!

[cavagnaro]

On hold or in queue? Each call or statistics about how many calls? You can use ActiveX DEsktop toolkit if this is what you need.
CMS on wallboards? CMS = Content Manager System? Where does genesys fits there?
With ActiveX you can show all the info and develop something to be shown on a screen

[Adam G.]

[quote author=sbc279 link=topic=3668.msg15669#msg15669 date=1229445583]
The main thing I need is the ability to identify a caller that has been placed on hold waiting for an available agent to take the call.

My ULTIMATE goal is to bypas CMS completely for our plasmas displays and wallboards worldwide.

If you know of a better way or better SDK to use, it would be most appreciated.

Thanks in advance!!


[/quote]

CMS = Call Management System (Avaya)

I was involved, and still own the rights, to an application that creates the Avaya style reports (ala CMS) but with an event feed from Genesys. PM me if you'd like some details.

Pavel

[sbc279]

I'm still confused.  I'm using the DesktopToolkitX ActiveX SDK, and from what I read I should be able to get the data using it. But, how can I get call information that hasn't made it yet to an extension?  Obviously, I can't use TLine or TExtension events.

I need call information of the incoming calls, BEFORE it makes to an extension/agent. If it's placed in queue, I need to know.  I can't get the TConnection.TEventQueued event to fire.  Of course then, I don't even know how to tell it which queues to watch.  I've been through all the documentation I can find and went through the Starter App line by line, but unfortunately they both focus on the control side of things and little on the reporting side.

Can anyone tell me what I'm missing? Thank you SO much and Happy Holidays!!

[cavagnaro]

You need to monitor the routing points