Good morning Michael:
We worked in a migration to Interaction Connect between August, 2018 to January 2019, in a PureConnect 2018 R3 and then R5 platform. In my experience, first I noticed the following critical points developing the Agent Scripts:
1. The architecture was different, because, in Dialer Campaigns, the IS_Events received from CIC Server, and also the IS_Actions triggered from the Agent Scripts, pass through the ICWS (https://help.genesys.com/developer/cic/docs/icws/webhelp/conceptualcontent/welcome.htm). We did not notice clearly by using Interaction Scripter .NET.
2. Those ICWS HTTPS requests and responses logs could be checked inside the WebServer (IIS/Apache 2.4) logs, web server in which we decided to install and configure the CIC Web Applications. You can check both the HTTPS requests that was done to ICWS and also its related HTTPS response codes (2xx, 3xx, 4xx, 5xx). It was very useful to do troubleshooting tasks.
3. In order to identify, in Dialer Campaigns using Custom Scripts, that the Custom Script was ready to start processing IS_Events and IS_Actions, I found, by looking in the Google's Chrome console logs, that Interaction Connect had sent to us an IS_Event_Init, every time we start a new Dialer Campaign as Outbound Agents or every time we navigate through the next Outbound campaign stages (web pages). When that event was received by our Script, then we initialized the callObject or performed a request logoff (depends on the stage we received it).
4. We first started to develop a Custom Script developed using JS Framework Angular, but was quite difficult to consistently coordinate the processing of events sent by ICWS. Then I developed a different HTML-CSS-JS web page for every Outbound Dialer campaign stage, it means, in conclusion, one HTML-JS script per every agent status:
- Available or Waiting for call.
- Campaign Call & Follow-Up (ACW).
- Break.
- Logoff.
So, based on that, I recommend to you to do the same (one web page per every agent status or campaign stage).
5. We had assisted by Genesys Developers Team, as well, in order to
refine the script that I had built. So, I recommend to you to request for assistance with the Genesys Professional Services team.
6. IMPORTANT! We needed to manage, also with the Genesys Professional Services team, in very detailed level, the following critical functionalities:
- CallObject initialization: we had to do it by using both scripter.createCallObject(); statement and callObj.callObjectInitializedHandler custom handler.
- Prevent the JavaScript callback hell by making a good design of the script, following the Single Responsibility Principle representated in JS functions.
- Handlers, CallObject state processing, scripter.dialer.breakStatus._breakStatus object processing to grant Break requests based on events and campaign stages, clear script variables and include the meta tags to received events or to perform actions.
The following were some issues we had in that experience:
1. Sometimes, when supervisors activated campaigns by using Interaction Administrator or by changing the agents from one workgroup to another or by assigning them to a new workgroup, the agents started to received calls, but visually were in Available status. Sometimes that could be happen because a delay between Interaction Connect and CIC Server. So I recommend to you, first do tests to cover this kind of issues.
2. In the first releases of Interaction Connect we noticed that Agents could manually change its status, while were in Follow-up (ACW) stage, by clicking the drop down status list. So, Genesys resolved it quickly: https://my.inin.com/products/Pages/SCR-Search.aspx?SCRID=WEB-2461.
3. Also, In the first releases of Interaction Connect we noticed that Agents could manually change its status, while were in Break status in a Dialer Campgin, by clicking the drop down status list. Please check it also, beacause it was not simple to manage (in your Dialer Scripts you have to consider the break request or the change to availabe status in every stage of the script), but I considered that while we were in a Dialer Campaign the responsibility of allow the change of agent´s status need to be only performed by the Custom Script and not by Interaction Connect UI. This point is critical, for both Outbound or Blended campaigns.
4. In the first releases of Interaction Connect we noticed that Agents could manually place calls, while were in a Dialer Campgin, by clicking the dial button and by writing the phone number in the text field. In ICBM supervisor views we could check that were, for example, people in available status but with a phone call. So, we needed to solve it, considering the Genesys Support Team recommendations, by configuring Workgoups and permissions; and by allowing and by managing the manually placing of calls in the script and its related IS_Events and IS_Actions. That was critical for operation campaigns, so I recommend to you to verify those details not only in your tests but also with the Genesys Support Team.
5. Consider do the installation of CIC Web Applications in a Windows Server, in order to get a efficient support. There is an alternative installation process by using Apache 2.4 on a Linux server, but was not recommended to us because of the support.
6. We had issues with the Global Campaign Logon functionality in Dialer Campaigns in that time, but Genesys started to solve it in this SCR: https://my.inin.com/products/Pages/SCR-Search.aspx?SCRID=DIALER-12986. I recommend to you to consider it in your tests.
7. Also, always, for troubleshooting purposes and in order to solve them by yourself or with the Genesys Customer Care Team, you need to trace the following logs:
- Dialerserver to Notes
- CampaignServer to Notes
- acdserver to Notes with Subtopic Selection to Notes
- ip to Notes
- Tsserver to Notes
- Notifier to Notes
- sessionmanager to Notes. Those specially were very important.
- clientServices to Notes
- Export the registry key HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Interactive Intelligence
- Call Ids. Those specially were very important.
- httpPluginHost to Verbose. Those specially were very important.
- Video Reproduction of the issue.
- Fiddler Capture during the issue reproduction.
- Interaction Connect logs (we can capture this from IConnect UI). Those specially were very important.
8. Finally:
- In my experience Interaction Connect was awesome not only to agents but also to the operation (supervisors, administrators, etc.). When we migrate to Interaction Connect we received a really good feedback about the UI/UX with it from all the operational stakeholders.
- We tested it in Chrome and Firefox, in both worked well, but I recommend Chrome, because of troubleshooting purposes and performance.
- In my experience, it worked really well for Inbound campaigns and also with outbound campaigns considering the points I descrived above.
- To understand the CIC Web Application logs, Interaction Connect logs in the web server side, I recommend to you to ckeck some HTTPS requests and responses based on the following ICWS specification:
https://help.genesys.com/developer/cic/docs/icws/webhelp/conceptualcontent/welcome.htm- Always be sure that the network performance (delay, jitter, etc.) is well to support your operation by using Interaction Connect.
And please, do not implement Reverse Proxies in front of Interaction Connect, please check the prerrequisites in the following guide: https://help.genesys.com/pureconnect/mergedprojects/wh_tr/desktop/pdfs/cic_web_applications_icg.pdf
I expect that helps to you.
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William Martín Chávez González
Systems Engineer
Global Networks Solutions S.A.S.
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Original Message:
Sent: 10-13-2020 10:39
From: Michael Bishop
Subject: Interaction Connect transition - Best Practices, Pain Points, Lessons Learned?
We are exploring moving our agents to Interaction Connect. Right now they will only be taking call interactions and using Interation Scripter. Most agents are using SIP Soft Phone and having their screens recorded so we will still have to install the IC User Apps. We are looking at placing a shortcut which launches a browser in application mode and points to the Interaction Connect URL on all agents desktops.
I am wondering what issues other folks may have encountered when moving agents from Interaction Desktop to Interaction Connect and would appreciate any feedback.
Best practices based on our experiences that might not be documented on the Genesys website?
Was there anything you encountered after moving agents that wasn't expected?
Is there a browser that is better to use? (i.e. Chrome vs. Edge)?
What pain points did the users have? Was there any changes that were a struggle for agents to get used to or overcome?
Thanks in advance!
#InteractionConnect
#InteractionDesktop
#Deployments
#AskMeAnything(AMA)
#Implementation
#Omni-ChannelDesktop/UserInterface
#SystemAdministration
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Michael Bishop
Senior Telecom Engineer
UnitedHealth Group/Optum
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