Sending Tlib Event from Genesys Composer

[anurag.gusain]

Hi All,

I want to send Tlib even from ORS to SIP notifying a call for an Agent which should further reflect as missed call under Agent WDE.
Also i do not want my call to move out from call flow, rather it send "Tlib" event and move to next block which is force route to Voicemail.

I am using Genesys Composer.

Can someone help me out which block and event should i use for this functionality.

Regards,
Anurag Gusain

[cavagnaro]

Can't do that basically because if call was in queue when abandoned there was no agent selected yet for that call. Even if you see only one agent at the group.
So, to whom would you send that event to?
Tlib can be achieved via URS HTTP interface, but not what you want as the flow makes it impossible.


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[anurag.gusain]

Can't we use SCXML State block ?

Was reading somewhere that we can use this block to send Event.

Can anyone explain me if having detail around this block

[cavagnaro]

Have you read that the difficulty is not the code but your logic?

[hsujdik]

I don't know through Composer, but here, through IRD, what we do to achieve a similar functionality is to load an strategy on the Extension DNs waiting for the EventEstablished. If it times out, we create a new custom interaction (missed call) and place it into an Interaction Queue that has an associated strategy which puts into the agent's workbin so he is aware that he missed a call.

[quote]Also i do not want my call to move out from call flow, rather it send "Tlib" event and move to next block which is force route to Voicemail.[/quote]
Again, speaking about IRD (maybe you can find something on how to migrate to Composer on this link: https://docs.genesys.com/Documentation/Composer/8.1.2/Migration/MiscFunc ), another way to do this is to use the function OnRouteError[232, 'strategy_error'] (the error 232 is "no answer at DN"). This makes the strategy to resume through the Red Port of the Target Select object on IRD.

I know it is not Composer, but maybe this helps you to at least find out a way to do it on composer.

[cavagnaro]

But this doesn't satisfy his idea to send then to the agent voice mail.
The agent yet didn't miss a call because as queue no agent wasn't selected to target, this is a step before that to happen.

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[hsujdik]

[quote author=cavagnaro link=topic=11212.msg51045#msg51045 date=1544532560]
But this doesn't satisfy his idea to send then to the agent voice mail.
The agent yet didn't miss a call because as queue no agent wasn't selected to target, this is a step before that to happen.

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[/quote]
Not really, if it is not an auto-answer situation, the user could have left the computer without setting Not Ready and missed a call, or something like this. Here, we do have some customers in that kind of scenario.

[cavagnaro]

He says he doesn't want to move call out of callflow, so call is at RP yet.
Also says that he wants to send the event as abandoned to a WDE, not that the call abandoned there.
Sounds to me we are talking about different scenarios here.
And of course, abandon at WDE can be controlled like you say or via TServer options too.


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[hsujdik]

True. Could be, and could be not. If you can detail a little better the scenario that you are thinking, anurag.gusain, could help on finding what can be done for that.

One thing is for sure: if you need your strategy to keep running, you should set the option "divert-on-ringing" to false on that routing point or on SIP Server.

[anurag.gusain]

Let me brief in detail what the requirement is:

Problem Desc (for DID Agents): If Agent is not at desk and customer dials in, Composer routs call to VM (Voicemail). If customer drops VM, it is easy for agent to reach out to customer. But in some scenarios Customer is disconnecting the call as soon as they land to VM.

Requirement: To capture calls route to VM as a miss call under WDE "Teamcommunication"

Call 1: DID call routed to the Agent and Agent answers it.

Call 2: DID call which routed to VM as Agent is already on another call. (This call needs to be captured before sending it to VM)
Which block and configuration should i use.


Below is high level call flow i an using:

Check Agent Status.
If busy or logged off > Do a Force Route to VM.
End the call.

[anurag.gusain]

In short i need to broadcase information to WDE that there was a call for which so that it reflects in its Miss call history

[cavagnaro]

U can send a UserEvent and then develop something at WDE to capture it or send it as a Broadcast or private message maybe.
But no way to force an Event Abandon at extension

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[anurag.gusain]

i used scxml State block and wrote script but its not working.. Below is the script which i used..
Can you validate and update is something i am missing. Using the below script again the call is moving out of flow

<script>
Var extension = "Extension number";
var switchname = "switchname";
var myuserdata = {"Info": "some message"};
var myreason = {"Reason": "Miss call"};
var myevent = { "AttributeThisDN":extension, "AttributeConnID": connectionID};
var dest = {"switch":switchname, "dn":s_extension};
</script>
<ixn:userevent requestid="v_reqid" resource= "dest" event = "myevent" udata= "myuserdata" reason="myreason"/>