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  • 1.  Callback Attempt API available from GMS?

    Posted 03-05-2019 13:09
    Is there any undocumented API that would allow us to retrieve callback attempt status from GMS?

    For example, some API that would accept say the callback number and respond back with

    - Callback attempt time
    - callback result ( AM, RNA, BUSY)

    If you can imagine the CALLBACK_FACT table from infomart, but somehow be presented in realtime.

    Thanks,
    #DigitalChannels
    #Implementation

    ------------------------------
    eugene thai
    Telus Communications
    ------------------------------


  • 2.  RE: Callback Attempt API available from GMS?

    GENESYS
    Posted 03-06-2019 14:38
    Hi Eugene,

    Is this the API you are looking for?

    https://docs.genesys.com/Documentation/GMS/8.5.2/API/CallbackServicesAPI#Check%20in%20Queue%20Position

    According to the GMS/Callback writer, you should be able to get the number of callback dial attempts for a given callback ID.

    Hope this helps,
    Tanya Ivanova
    (Genesys Information Experience team)

    ------------------------------
    Tanya Ivanova
    Genesys Information Experience Team
    ------------------------------



  • 3.  RE: Callback Attempt API available from GMS?

    Posted 03-07-2019 05:28
    Hi Tanya, not quite as that API only give the current status of the callback interaction that's queued and furthermore it only return the latest info as oppose to the previous results.  More importantly it's only looking at 'queued' statusus and not 'completed' ones.

    I'm looking for a mechanism to query GMS that would give the final result ideally some API where i can pass in the number to query and it would give me an array back of the something like so:


    { _attempt = 1,
    _call_time = 1508959684,
    _dial_result = "AnsweringMachine",
    },
    { _attempt = 2,
    _call_time = 1508969684,
    _dial_result = "AnsweringMachine",
    },
    { _attempt = 3,
    _call_time = 1508979684,
    _dial_result = "Human",
    }


    ------------------------------
    eugene thai
    Telus Communications
    ------------------------------



  • 4.  RE: Callback Attempt API available from GMS?

    GENESYS
    Posted 03-11-2019 12:31

    Hi Theo,

    Unfortunately, the API that you are describing does not exist. After discussion with the product team, it seems that there is a workaround. If your solution implements Callback reporting, you should be able to extract the information from the following KVPs:  _CB_T_DIAL_1, _CB_T_DIAL_2, _CB_T_DIAL_3, _CB_T_DIAL_4,_CB_T_DIAL_5 for the N dial attempt timestamp, and _CB_DIAL_1_RESULT, _CB_DIAL_2_RESULT, _CB_DIAL_3_RESULT, _CB_DIAL_4_RESULT, and_CB_DIAL_5_RESULT for the corresponding answering result.

    See the documentation here for further information: https://docs.genesys.com/Documentation/CLBCK/latest/UG/Reporting

    I hope that this helps.

    S. Bogard



    ------------------------------
    Sophie Bogard
    Genesys - Employees
    ------------------------------



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