Hello everyone,

I have developed a CRM where we need to integrate with PureConnect to place calls and disconnect them. We have some work done but for manual interactions, we can place and disconnect calls from CRM. What we need to do is to have the agent getting calls from dialer within this CRM but once we get the call we can´t hear the other party unless the agent anwers the call directly from Interaction Desktop.

Any suggestions, code sample, explanations are welcomed.

Regards.

Mario
#Integrations
#Outbound

------------------------------
Mario Sanchez
Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
------------------------------

Hi Mario:

Surely, what you need to do is to automatically pickup the interaction Dialer outbound call that arrives to the agent at any moment. To do that, you have to listen to the IS_Event_PreviewDataPop or IS_Event_NewPredictiveCall events and then when the event arrives, you have to execute and action called `IS_Action_Pickup.click();` and route to the "CRMContactPage". These events and actions apply if you are using some web scripts in Interaction Scripter Desktop or Interaction Scripter in Interaction Connect and you can embbed your CRMContactPage script in an <iframe> tag, but managing the agent statuses, the call actions and the CallComplete in the script; also you can dispose or complete a call (IS_Action_CallComplete()) from the CRMContactPage using a listener from the child window (iframe tag) But, if you are developing your integration using the ICWS web services you can check this reference [ICWS Reference](https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/(sessionId)/dialer/Dialer.htm#application).

Best regards.



------------------------------
William Martín Chávez González
Global Networks Solutions S.A.
------------------------------

Original Message:
Sent: 11-27-2019 17:46
From: Mario Sanchez
Subject: Answer calls from Dialer integrated to Home made CRM

Hello everyone,

I have developed a CRM where we need to integrate with PureConnect to place calls and disconnect them. We have some work done but for manual interactions, we can place and disconnect calls from CRM. What we need to do is to have the agent getting calls from dialer within this CRM but once we get the call we can´t hear the other party unless the agent anwers the call directly from Interaction Desktop.

Any suggestions, code sample, explanations are welcomed.

Regards.

Mario
#Integrations
#Outbound

------------------------------
Mario Sanchez
Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
------------------------------

Is your CRM web-based or Windows executable?

If Web-Based, then you can embed Custom Script controls within the Web Interface and then use Scripter.Net as your browser. Alternatively, you could use ICWS and do everything using REST.

If it's a Windows executable, then ICELib is the way to go, where you can add your PureConnect client functionality to your application.

If you can give us some more detail, we can probably assist more.

Hi community:

In addition, I share the references we use to manage Interaction Dialer behavior and campaigns, and to manage Preview Dialer Interactions using ICWS:
1. https://help.genesys.com/developer/cic/docs/icws/webhelp/ConceptualContent/GoingFurther_Dialer.htm#top
2. https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/(sessionId)/interactions/Interactions.htm#application
3. Pickup interactions: https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/(sessionId)/interactions/(interactionId)/pickup/index.htm#resource

Example: https://help.genesys.com/cic/mergedProjects/wh_dlr/mergedProjects/scripter_dg/desktop/sample-icws-app.html

Hope this helps.

------------------------------
William Martín Chávez González
Global Networks Solutions S.A.
------------------------------

Original Message:
Sent: 11-28-2019 14:14
From: Paul Simpson
Subject: Answer calls from Dialer integrated to Home made CRM

Is your CRM web-based or Windows executable?

If Web-Based, then you can embed Custom Script controls within the Web Interface and then use Scripter.Net as your browser. Alternatively, you could use ICWS and do everything using REST.

If it's a Windows executable, then ICELib is the way to go, where you can add your PureConnect client functionality to your application.

If you can give us some more detail, we can probably assist more.

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-27-2019 17:46
From: Mario Sanchez
Subject: Answer calls from Dialer integrated to Home made CRM

Hello everyone,

I have developed a CRM where we need to integrate with PureConnect to place calls and disconnect them. We have some work done but for manual interactions, we can place and disconnect calls from CRM. What we need to do is to have the agent getting calls from dialer within this CRM but once we get the call we can´t hear the other party unless the agent anwers the call directly from Interaction Desktop.

Any suggestions, code sample, explanations are welcomed.

Regards.

Mario
#Integrations
#Outbound

------------------------------
Mario Sanchez
Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
------------------------------

Thanks a lot William, We really appreciate your help to solve the issue we had. Bravo!!!!

------------------------------
Mario Sanchez
Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
------------------------------

Original Message:
Sent: 11-28-2019 15:06
From: William Martín Chávez González
Subject: Answer calls from Dialer integrated to Home made CRM

Hi community:

In addition, I share the references we use to manage Interaction Dialer behavior and campaigns, and to manage Preview Dialer Interactions using ICWS:
1. https://help.genesys.com/developer/cic/docs/icws/webhelp/ConceptualContent/GoingFurther_Dialer.htm#top
2. https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/(sessionId)/interactions/Interactions.htm#application
3. Pickup interactions: https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/(sessionId)/interactions/(interactionId)/pickup/index.htm#resource

Example: https://help.genesys.com/cic/mergedProjects/wh_dlr/mergedProjects/scripter_dg/desktop/sample-icws-app.html

Hope this helps.

------------------------------
William Martín Chávez González
Global Networks Solutions S.A.

Original Message:
Sent: 11-28-2019 14:14
From: Paul Simpson
Subject: Answer calls from Dialer integrated to Home made CRM

Is your CRM web-based or Windows executable?

If Web-Based, then you can embed Custom Script controls within the Web Interface and then use Scripter.Net as your browser. Alternatively, you could use ICWS and do everything using REST.

If it's a Windows executable, then ICELib is the way to go, where you can add your PureConnect client functionality to your application.

If you can give us some more detail, we can probably assist more.

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-27-2019 17:46
From: Mario Sanchez
Subject: Answer calls from Dialer integrated to Home made CRM

Hello everyone,

I have developed a CRM where we need to integrate with PureConnect to place calls and disconnect them. We have some work done but for manual interactions, we can place and disconnect calls from CRM. What we need to do is to have the agent getting calls from dialer within this CRM but once we get the call we can´t hear the other party unless the agent anwers the call directly from Interaction Desktop.

Any suggestions, code sample, explanations are welcomed.

Regards.

Mario
#Integrations
#Outbound

------------------------------
Mario Sanchez
Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
------------------------------

Thanks Paul, we have clarified this approach with William's help.

I really appreciate your kindly concern about the post.

Regards,

Mario

------------------------------
Mario Sanchez
Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
------------------------------

Original Message:
Sent: 11-28-2019 14:14
From: Paul Simpson
Subject: Answer calls from Dialer integrated to Home made CRM

Is your CRM web-based or Windows executable?

If Web-Based, then you can embed Custom Script controls within the Web Interface and then use Scripter.Net as your browser. Alternatively, you could use ICWS and do everything using REST.

If it's a Windows executable, then ICELib is the way to go, where you can add your PureConnect client functionality to your application.

If you can give us some more detail, we can probably assist more.

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-27-2019 17:46
From: Mario Sanchez
Subject: Answer calls from Dialer integrated to Home made CRM

Hello everyone,

I have developed a CRM where we need to integrate with PureConnect to place calls and disconnect them. We have some work done but for manual interactions, we can place and disconnect calls from CRM. What we need to do is to have the agent getting calls from dialer within this CRM but once we get the call we can´t hear the other party unless the agent anwers the call directly from Interaction Desktop.

Any suggestions, code sample, explanations are welcomed.

Regards.

Mario
#Integrations
#Outbound

------------------------------
Mario Sanchez
Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
------------------------------

Hi Paul,

Good morning !

Im looking for your support on below configuration.We have requirement where Agent will be logging into SAP only and to receive the Outbound interaction.Currently we are facing issue which requires the Scripter Login.

We have seen your earlier post which mentions, Scripter can be embedded into SAP web application.

Is your CRM web-based or Windows executable?

If Web-Based, then you can embed Custom Script controls within the Web Interface and then use Scripter.Net as your browser. Alternatively, you could use ICWS and do everything using REST.

------------------------------
Gopalakrishnan Mahadevan
Accenture India
------------------------------

Original Message:
Sent: 11-28-2019 14:14
From: Paul Simpson
Subject: Answer calls from Dialer integrated to Home made CRM

Is your CRM web-based or Windows executable?

If Web-Based, then you can embed Custom Script controls within the Web Interface and then use Scripter.Net as your browser. Alternatively, you could use ICWS and do everything using REST.

If it's a Windows executable, then ICELib is the way to go, where you can add your PureConnect client functionality to your application.

If you can give us some more detail, we can probably assist more.

------------------------------
Paul Simpson
Senior Technical Instructor

Original Message:
Sent: 11-27-2019 17:46
From: Mario Sanchez
Subject: Answer calls from Dialer integrated to Home made CRM

Hello everyone,

I have developed a CRM where we need to integrate with PureConnect to place calls and disconnect them. We have some work done but for manual interactions, we can place and disconnect calls from CRM. What we need to do is to have the agent getting calls from dialer within this CRM but once we get the call we can´t hear the other party unless the agent anwers the call directly from Interaction Desktop.

Any suggestions, code sample, explanations are welcomed.

Regards.

Mario
#Integrations
#Outbound

------------------------------
Mario Sanchez
Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
------------------------------