PureConnect

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Automation

  • 1.  Automation

    Posted 19 days ago
    Is anyone able to setup automation with API's for PureConnect?  Was looking through the developer page and see things for PureCloud but not the on prem PureConnect version.
    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

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    Lisa Gray
    Elevate Credit Services, LLC
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  • 2.  RE: Automation

    GCAP Member
    Posted 19 days ago
    This is the ICWS API Documentation:

    https://help.genesys.com/developer/cic/docs/icws/webhelp/ConceptualContent/Welcome.htm#top

    Most(maybe all) administrative tasks are exposed in this API. I use the API to assist in automating maintenance tasks.  I have done POC stuff on automating user/workgroup builds.

    There is also an API for the media servers:

    https://help.genesys.com/pureconnect/mergedProjects/wh_tr/mergedProjects/wh_tr_media_server/desktop/interaction_media_server_rest_api.htm

    Tim

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    Tim Cannon
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  • 3.  RE: Automation

    GENESYS
    Posted 19 days ago
    What are you trying to do?

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    Paul Simpson
    Senior Technical Instructor
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  • 4.  RE: Automation

    Posted 18 days ago
    Automate what makes sense like repetitive/manual tasks.  One big one is the queue closures for Holiday schedules.  Always seems to be last minute, want to avoid missing queues or shutting the wrong queues down etc.

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    Lisa Gray
    Elevate Credit Services, LLC
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  • 5.  RE: Automation

    GENESYS
    Posted 17 days ago
    I'd be interested to see how your system is set up. I'm not sure what you mean by "queue closures",

    The standard way to do this is to use Schedules in Attendant. When it comes to a holiday (say) you would use an Annual Schedule (I would recommend using a System Schedule) and then  present the caller with different options which simply don't include the queues that are not available

    May I suggest you take a look at the "Configuring Call Flows" class which covers this kind of functionality in detail?

    HTH

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    Paul Simpson
    Senior Technical Instructor
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