Agent to Agent chat

[tulasinagraj]

Hi All,
I am trying to implement agent to agent chat using a personal java swing based application. This swing based application will be used by other agents to chat with one another.Now i have to hit a skill based strategy once any chat intaition happens. now the way skills will be defined in the strategy is based on the option the agent selects from the swing based application.

Now in a normal scenario for a customer to agent interaction we have a web api through which we hit the chat server. In my case for agent to agent chat is it possible i can hit the chat server directly?

Thanks and Regards,
Raj Tulasi

[René]

Hi,

I would say that agent to agent chat isn't supported by current version of Genesys Multimedia. Maybe there is a way how to do it but I'm not 100% sure...

My idea would be creating set of web pages or web services that talks via WebAPI to chat server. Your application will be calling these pages/services when an agent wants to establish chat session with other agent. So you will receive chat interaction in the standard way. Identification of these "internal" chat session in routing strategy could be done by reading predefined Attached Data keys attached to the interaction using WebAPI.

Hope it helps you
R.

[tulasinagraj]

Hi,

Thanks for your reply. I have a query regarding the webservices you are asking me to implement. Can you please tell me what is the API and the package that i have to use in this case.

Thanks and Regards,
Raj Tulasi.

[Gururaj S]

You can use the Web Services Invocation Framework (WSIF) API to invoke a web service in your application.

http://ws.apache.org/wsif/

Regards

[René]

Hi,

Have you find a way how to make it working?

R.

[victor]

Ok, a very silly question:

what is wrong with RequestUserEvent and COMDN? T-Server is pretty good at delivering messages and framework is already there... Obviously, I am missing something

[mhsrinivasan]

The session Id in Chat is same as Interaction Id in Interaction Server. You can use InteractionServerProtocol to place the particular interaction in a Queue and design a stratergy from the Queue.

[YevgeniyP]

"we have a web api through which we hit the chat server...".  Chat api provided in WebAPI Server is just plain Java api that maybe used from any java application