Genesys Multicloud CX on-premises (formerly Engage on-premises)

Discussion Thread View
Expand all | Collapse all

WDE mute button

  • 1.  WDE mute button

    Posted 05-20-2021 16:59
    Hi,
    Recently, we got a requirement from one of our client. Our client ask if is possible hide o disable mute button or at least generate some events when the agent use mute button. Our client use WDE with sip endpoint.

    Is it possible with customization hide mute button?

    I tried with inserting a command but it does not work, what could be wrong? here the code:
    commandManager.InsertCommandToChainOfCommandBefore("InteractionVoiceMuteOn", "MuteOn",
    new List<CommandActivator>() { new CommandActivator() { CommandType = typeof(BeforeMuteCallCommand), Name = "BeforeMuteCall" } });


    Thanks in advance

    #Integrations
    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

    ------------------------------
    Saugort Garcia Tovar
    Interacciones Inteligentes S.A.
    ------------------------------


  • 2.  RE: WDE mute button

    GENESYS
    Posted 05-21-2021 09:27
    Hi Saugort,

    I'm checking with the WDE team for you. I'll post a reply when I get an answer.

    ------------------------------
    Matthew West
    Staff Technical Writer
    Genesys Cloud Services
    ------------------------------



  • 3.  RE: WDE mute button

    GENESYS
    Posted 05-21-2021 16:01
    Hi Saugort,

    The WDE development team confirms that the Mute button cannot be remove through configuration.

    ------------------------------
    Matthew West
    Staff Technical Writer
    Genesys Cloud Services
    ------------------------------



  • 4.  RE: WDE mute button

    Posted 05-24-2021 09:48
    Hi Matthew,

    Thanks for your answer.

    So, according to your answer, even trying to insert code to the chain command that controls the mute will not work? Just to explain, as alternative, the purpose of modify the chain command is to generate a UserEvent o Attach data, so, we can least explote this events.



    ------------------------------
    Saugort Garcia Tovar
    Interacciones Inteligentes S.A.
    ------------------------------



  • 5.  RE: WDE mute button

    GENESYS
    Posted 05-25-2021 10:19
    Hi Trevor,

    No one here has attempted the customization that you suggest, but the developers are doubtful that it will work. For certain, it cannot be done using Workspace or Workspace SIP Endpoint configuration.

    ------------------------------
    Matthew West
    Staff Technical Writer
    Genesys Cloud Services
    ------------------------------



  • 6.  RE: WDE mute button

    Posted 05-26-2021 08:20
    I have a feeling that it can be done via customization. Let me check with my developer and get back to you.

    ------------------------------
    Maria El Adem
    Computer Information Systems SAL
    ------------------------------