PureEngage On-Premises

Hi!

I am making an Interaction Workspace extension for Interaction window. In my extension i need to get  DN for incoming and outgoing calls. Incoming calls are ok, but I can't get OtherDN for outgoing calls. I examined EnerpriseInteractionCurrent property, but the OtherDN value is always null. I ran a few tests with a simple softphone using Platform SDK and somehow the value for OtherDN in EventDialing is always null. How can I get the number that is being dialed if can't get it from Interaction workspace interface?

Thank you!

Natalia,

I suggest you open a case for this issue.  Given the complexity and the likelyhood we would have to run some tests to replicate, it would be better handed in a case.

Thanks,
Roger

Roger,
I opened the case at the same time I posted this question. But it usually takes ages to get a reply from support. I only hoped someone here could suggest some ideas while I'm waiting.
Regards,
Natalia

Hi Natalia,

Your post is a little old - I hope I am not too late.  I have captured the number being dialed in IWS before.  The way I have done it is by intercepting a command chain named "MediaVoiceMakeCall -> MakeCall" and examining the Destination String.

If you are not familiar with command chains, you can read about them here: http://docs.genesys.com/Documentation/IW/8.1.4/Developer/PlaceandMedia#Manage_Voice_Media

The particular command chain I am talking about is documented on the doc site here, http://docs.genesys.com/Documentation/IW/8.1.4/Developer/PlaceandMedia#Manage_Voice_Media

If you are not familiar with command chains, then start reading here: http://docs.genesys.com/Documentation/IW/8.1.4/Developer/UseCustomizableCommands
 

Hi Andrew,
Thank you! Sorry I haven't tried you way, support replied a couple of hours before you did. I followed their advise and used EventEstablished
Regards,
Natalia