Genesys Engage on-premises

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  • 1.  WDE - Activate or Desactivate channels on login programatically

    Posted 11-28-2018 13:27
    Hi everyone,

    Is it possible to determine which channels will be active for a certain agent programatically?
    The idea is to be able to do something like enable voice, email, chat and sms for inbound agents and outboundpreview, voice, and email for outbound agents when they login?
    I'm already setting fromAddresses for this diferent agents by setting email-fromAddresses option in agents annex tab during login, but can't find an appropriate option to enable\disable channels.

    Thanks for your time. Any help would be much appreciated :)
    #Integrations

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    Pedro Antunes
    xseed-Consultoria e Sistemas
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  • 2.  RE: WDE - Activate or Desactivate channels on login programatically

    Posted 11-29-2018 01:45
    ​Hello
    You can use roles to give access to different media.

    You can also use login.voice.can-unactivate-channel in the interaction workspace section. You have this feature for all media. THen the can choose when they log on

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    Eystein Kylland
    Sopra Steria AS Norway
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  • 3.  RE: WDE - Activate or Desactivate channels on login programatically

    Posted 11-29-2018 09:13
    Hi Eystein,

    Thanks for your reply!

    the login.voice.can-unactivate-channel has a drawback for me. when you set it you need to restart wde for it to be effective. I wan't it to affect the same wde session in which i set the value.

    As to roles, it's also an option but it will be static. I don't think i can set their value before WDE load's them for the agent. I'm thinking that setting several roles acording to the diferent agent groups is my only option for this...

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    Pedro Antunes
    xseed-Consultoria e Sistemas
    ------------------------------



  • 4.  RE: WDE - Activate or Desactivate channels on login programatically

    Posted 11-29-2018 18:17
    Hi Pedro,

    Can you provide clarification on why your trying to do it programatically?

    From my perspective, this is much easier done through configuration, as pointed out earlier.
    • Create a seperate Access Group for each type of Agent, and assign the agents to the appropriate access groups.
    • Create a role (or multiple roles for example you might have a role for each media type if you know the permissions are going to be same for each media type no matter the agent type) and then assign each access group to the appropriate role(s).
    No customisation required!


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    Jason Mclennan
    Commonwealth Bank of Australia
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  • 5.  RE: WDE - Activate or Desactivate channels on login programatically

    Posted 11-30-2018 05:23
    Hello Jason,

    thank you for your reply!

    You're right. I discussed it with my client and we agreed to do it through configuration.

    the original requisite was to check for a specific configuration in the agent annex tab during login to configure the available medias and other configurations, like avaliable from addresses and others.

    Kind regards,

    ------------------------------
    Pedro Antunes
    xseed-Consultoria e Sistemas
    ------------------------------



  • 6.  RE: WDE - Activate or Desactivate channels on login programatically

    Posted 12-01-2018 14:57
    I think you are mixing concepts. That request of modifying what agent can receive or not dynamically can be achieved via Capacity Rules.
    What you control at WDE is how and where agents logs in, only that. 
    Capacity Rules with URS controls what can be send to the agent as interactions as long as he is at least logged in

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    Jorge Cornejo

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  • 7.  RE: WDE - Activate or Desactivate channels on login programatically

    Posted 12-04-2018 07:43
    Hi Jorge,

    thanks for your reply.

    Yes but the idea was to save licences by only logging on specific media. I believe that you can't achieve this with capacity rules.

    Kind regards

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    Pedro Antunes
    xseed-Consultoria e Sistemas
    ------------------------------



  • 8.  RE: WDE - Activate or Desactivate channels on login programatically

    Posted 12-04-2018 08:06
    I believe that you can set up WDE roles to selectively enable channels. Then you can assign agents to roles that only have the channel that is enabled for that role. If a particular media type is not part of the role, then WDE should not check out a license for it. 

    Daniel





  • 9.  RE: WDE - Activate or Desactivate channels on login programatically

    Posted 12-04-2018 08:47
    Hi Daniel,

    Yes, that is what I recommended the client!

    Thanks,

    Kind regard

    ------------------------------
    Pedro Antunes
    xseed-Consultoria e Sistemas
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