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  • 1.  Handler on Client Disconnect click

    Posted 08-22-2017 09:32
    Hello, Which handler is triggered on click of "Disconnect" on the Interaction Client? I need to write a logic to transfer the call to another Profile on Attendant, when the agent clicks on Disconnect in Interaction Client(for the Survey) Thanks, Shilpa


  • 2.  RE: Handler on Client Disconnect click

    Posted 08-22-2017 12:08
    Hello , Looks like you are trying to create your own feedback survey after call disconnection , Don't know why but FYI there is a ready module called Interaction Feedback from Genesys doing the same job. You can have both types of surveys: 1- Post Call Survey 2- On Demand Survey. Just take a look on help.genesys.com and read about Interaction Feedback. It is installed by default while implementing the Pure Connect server , all what you need is to purchase a new license for Pure connect with interaction feedback feature and you will be up and running :) You can see the new module added to Interaction Administrator once the new license has been uploaded. Thanks, Aly Nofal


  • 3.  RE: Handler on Client Disconnect click

    Posted 08-22-2017 13:37
    Ditto above... but... If you really want to do the custom handler route, it depends on which media type we're talking about. For calls, CustomCallDisconnect. For Callbacks, CustomCallbackDisconnect. For Emails, CustomEmailDisconnect. For others, CustomInteractionDisconnect.


  • 4.  RE: Handler on Client Disconnect click

    Posted 08-22-2017 13:45
    CustomCallDisconnect is too late for calls. TS has already disconnected the call so you won't be able to act upon it. You will have to create a custom disconnect button and then transfer the call as part of the disconnect button. Alternately I have seen people modify the Interaction Feedback handlers that are installed with the base installation of CIC. If you modify the handler when the disconnect button is clicked or the agent's phone is hung up the call won't disconnect so you can catch it and send it to the survey.


  • 5.  RE: Handler on Client Disconnect click

    Posted 08-22-2017 13:48
    Sorry, didn't read the transfer part - above post is correct. A custom Disconnect button would be required... along with disabling the default button and permission to disconnect interactions... which could cause other issues. I definitely recommend Interaction Feedback.


  • 6.  RE: Handler on Client Disconnect click

    Posted 08-23-2017 05:51
    The Feedback survey is hard coded into the system and it is rather hard to circumvent. If you do, you also might be in violation of licensing. The problem with custom handlers is no integration with reports.


  • 7.  RE: Handler on Client Disconnect click

    Posted 08-23-2017 13:43
    Robert makes a good point regarding licensing, you will want to reach out to Genesys directly if they are ok with you hacking apart Feedback to try to get the disconnect interrupt logic to work. Along with the custom disconnect button you run into a whole slew of other issues where the agents hang the phone up at the receiver to circumvent the custom disconnect or someone goes in and adds back the "real" disconnect button so the agents start using the wrong one. Feedback is a much cleaner way to do surveys but there are other options out there which may not work as cleanly.


  • 8.  RE: Handler on Client Disconnect click

    GENESYS
    Posted 08-23-2017 14:11
    See this thread (and the thread referenced from within it) for more detailed info and handler samples to do what you are asking for: http://community.inin.com/forums/showthread.php?10855-How-to-get-the-handler-CustomClientDisconnect-to-run