Szymon,
If you take the route of creating your own custom Interaction Widget, here's an example that might help you get started a little more quickly.
This is all client-side HTML/Javascript and can literally be hosted on any web host. The code is here:
https://github.com/crespino4/crespino4.github.io/tree/master/FavoritesInteractionWidgetYou would need to create an Implicit Grant OAuth client in your org in Admin->OAuth with a redirectURI to where you are hosting the files and the following Scopes: alerting:readonly, authorization:readonly, conversations, external-contacts:readonly, routing:readonly
Then you would need to create an Interaction Widget by going to Admin->Integrations and adding a new integration by installing the "Interaction Widget" integration and configuring it to run the code from the URL you are hosting it at. Here is an example of my URL:
https://<insert_your_web_host_here>/FavoritesInteractionWidget/FavoritesInteractionWidget.html?pcConversationId={{pcConversationId}}&pcLangTag={{pcLangTag}}&pcEnvironment={{pcEnvironment}}&pcClientId=<insert_your_implicit_grant_oauth_clientId_here>
The list of corporate favorites is controlled using External Organizations and Contacts.
Create an External Organization named "Favorites". Then within the "Favorites" External Organization create as many External Contacts as you'd like to represent the items that should be listed as "Favorites" to the agent.
For a Queue favorite enter "Queue" as the first name and the name of the queue as the last name
For a Number favorite enter "Number" as the first name and the phone number to dial as the last name, must include '+{country_code}'.
For a User favorite enter "User" as the first name and the user name (i.e. email address) of the target user
This took me less than half a day to get the proof-of-concept up and running. It could use some polish and error handling, but the basics are there.
I hope it is helpful. Send me a DM if you have any questions.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com------------------------------
Original Message:
Sent: 01-11-2023 10:55
From: Jim Crespino
Subject: Add a phone number to favorites in Genesys Cloud
If you know someone with basic HTML & Javascript knowledge, then it would be rather simple to write a web app to display a list of "favorite" targets and expose that to agents as a custom Interaction Widget: https://help.mypurecloud.com/articles/set-up-an-interaction-widget-integration/.
The web app could show a list of "hardcoded" favorites or could use the Genesys Cloud Platform API to query for a list of External Contacts that contain a specific name, and then when the agent clicked on one of those numbers you could call the API to perform a transfer to that queue, agent, or phone number.
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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
Original Message:
Sent: 01-10-2023 10:31
From: Paul Simpson
Subject: Add a phone number to favorites in Genesys Cloud
This is an excellent alternative solution and, in some cases, preferable.
The main issues with it are if you either have a lot of scripts that would all need updating with changes, or if you are transferring interactions that don't have a scrip. (e.g. DID, or calls the agent initiated.)
As with all things, though, there are multiple solutions to consider and not all use-cases will require the same solution.
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 01-10-2023 02:30
From: Christoph Domaschke
Subject: Add a phone number to favorites in Genesys Cloud
I had a similar problem with a lot of different teams we had to call frequently. I solved this with a script in Genesys. Add a button to a script and choos as click action "transfer to number" (for consulted transfer). It's a one-click-solution. I choosed a field of radio buttons, where the agent can choose the destination and than click the button "dial" to perform the action. Works pretty fine.
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Christoph Domaschke
CRONBANK AG
Original Message:
Sent: 01-05-2023 17:12
From: Szymon Prower
Subject: Add a phone number to favorites in Genesys Cloud
Hello Community!
One of my customers asked me a very simple but interesting question: her team very often transfers calls to two different departments, the agents in the team always need to type/copy phone numbers of those departments into the dialpad (full 11-digit phone numbers with country codes), their question was if there's a way to add a 'favorites' shortcut so they would just click and call those departments like a normal contact?
I know that you can add a contact and a group to favorites in Genesys Cloud, and I am wondering if you have any other idea of implementing this, than to create separate "contacts" for those departments with numbers assigned to them (which is a bit problematic)?
Any tricks?
Many thanks in advance for your ideas and suggestions.
Szymon
#Implementation
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Telephony
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Szymon Prower
Customer Interaction Solutions AG
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