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Auto-answer call SAP CRM and Genesys (G+)

Former Member
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Hello.

We are integrating SAP CRM 7.0 and Genesys (G+).

My customer is asking us to create an enhancement so we can achieve the auto-answer functionality. What I have investigated is that the CTI provider must customize this in the CTI software but they said this is not possible for them.

My question is if any of you have ever achieved this with Genesys (G+)?

Thank you for your answers.

Best Regards

JM

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
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Hi JM,

This can be achieved, However this may not be done via genesys.

Normally for auto answer you use IVRS , where menu path is configured.

And auto answer funcyionality can be worked out by separate webservice call to SAP to fetch data & IVRS may provide is to the end customer.

Thanks,

V

Answers (2)

Answers (2)

Former Member
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I achieved this functinonality by enhancing CL_CRM_MCM_SESSION->ON_CONTACT_EVENT_HANDLER. This method gets triggered during alerting and again during connected, so when it is alerting, just add the code for accept i.e. just call method

contact_accept_handler.

VishnAndr
Active Contributor
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Hi, Arun.

I have just one question. Does your solution provide possibility to put a time gap (for instance 5 seconds) before auto-answering the call? I haven't tried your solution, but may be you know.

Former Member
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No this doesn't, here the auto accept happens as soon as alerting event triggers. Actually the accept event here is triggered as part of the response sent from sap to the phoneCallChanged 'Alerting' event sent by Genesys.

Former Member
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There is no parameter to set the Auto answer after a preset number of seconds in GPLUS or CRM?

My client needs this functionality.

Regards

Claudia Cerulli

Former Member
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Apparently there doesn't seem to be. Last time I spoke to somebody in Genesys they said this would require a feature request and you would have to pay. It does seem odd though.

Cheers,

Arun

Former Member
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There is no way to do this in SAP CRM, but last time I talked with a Genesys Consultant, he said that he can set this parameter in Genesys.     

You should asked this to a Genesys specialist.

Best Regards

Jose Manuel

Former Member
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I spoke with an expert Genesys told me that you can set the auto answer but you can not define the number of seconds after which it started

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Hi Jose,

is this the auto answer setting including a fix time? Like say 3 seconds alerting and then auto answer?

We are currently also investigating this issue. Tried the rule modeler to raise events after 3 seconds but won't work....

Regards,

Martin

Former Member
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Hi JM,

Auto-answer is typically defined on the voice platform (PBX/ACD or VoIP switch).  I worked on a call center project where they did "force-answer" so the agents did not need to manually click a control on the softphone or press a button on the physical ACD set to accept the call. 

Potential problems arise if an agent is in "available" mode, and walk away from their desk - the caller will have their call answered but nobody is on the other end.

Auto-answer could probably also be facilitated from the desktop (softphone) app based on a ringing event, although I've not implemented this feature.  Depending on which features are available in the GPlus adapter, it may be possible.

Hope this helps.

JD