PureEngage On-Premises

Hello,

We are trying to be proactive in determining when our call center is experiencing problems.  Specifically, we would like to write a program that could be scheduled to run at defined intervals to place "test calls" to all of our call center numbers.  We would like to detect when the phone numbers are not working (not answered, fast busy, etc.) and then send an email a distribution list indicating a possible problem.

Can the Software Development Kit support this?

Thank you,
Becky McDermott

Hi Becky.

You can use the platform SDK for this purpose (Be aware that it require licenses) but detect the call results as you mentioned (busy, fast busy, etc) can be a problem (make sure that you really need it and if yes, I recomend you to use a outbound campaing instead). An alternative could be use CCPulse to monitor the routing points/queues and define limits to change the column color/etc. You can also the paltform sdk to monitor the statistics on an specific DN and send e-mails if the DN is inactive for more than x seconds.


Regards,
Amauri Oliveira
amauri912@gmail.com
 

Hi Becky,

If you need to have a full monitoring for the Genesys solutions
you can use Genesys Management Framework:
http://docs.genesys.com/Documentation/FR
It provides full feature list of monitoring services objects and states.
You can also customize it using Management Framework Platform SDK:
http://docs.genesys.com/Documentation/PSDK/latest/Developer/ManagementServer

But if you need just simulate call's you can crate a simple application
using Voice Platform SDK:
http://docs.genesys.com/Documentation/PSDK/latest/Developer/T-Server
Or Agent Interaction SDK Java:
http://docs.genesys.com/Documentation/GDP/latest/AILDeveloper/Welcome
Last one contais ready-to-use examples:
http://docs.genesys.com/Documentation/GDP/latest/AILDeveloper/AbouttheCodeExamples

--
Thanks,
Volodymyr

 

Hi Becky,
What it sounds like you are trying to create is 'heartbeat' type application. I have done this in the past and have used a combination of solutions. essentially I used a Proactive Outbound GVP application to place a call to a call centre number that was answered by an IVR. This enabled me to utilise Call Progress Detection (CPD) within the MCP. The GVP IVR would then call a custom web service to alert people if the call failed (via txt and email).
You could enhance this to have the receiving IVR recognise it was a test call and play DTMF tones back to indicate all is Ok or give specific fault codes (eg. IVR can't contact backend server - even if it answered).

Cheers
Brad