on 05-25-2012 4:55 PM
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
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
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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.
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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
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