Hello Daniel,
Thank you for the update. You are absolutely correct that this is a monitoring scenario. The challenge is that in the Salesforce x Genesys integration using Genesys Salesforce connector, the logic coded in the On_Screen Pop method in the Salesforce Apex class gets triggered when the monitoring is initiated by the Supervisor as this is considered to be a voice channel.
Per Genesys Documentation here with the exception of when this is a conference call. The question here is how can we distinguish between a regular incoming voice call, a transferred call, and a call that is being monitored so as to implement case ownership assignment logic?
Per my understanding, the OnScreenPop method will get triggered on a per-channel basis and not on a CTI event.
Any thoughts?
Thanks
Vipin
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Vipin Kalra
Docusign, Inc.
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Original Message:
Sent: 10-30-2023 13:33
From: Daniel Ho
Subject: Case Ownership Change in Salesforce with Call Monitoring
So you'll need to understand that this is a monitoring participant. In the Interaction Details timeline view, for example, you'll see the supervisor is "monitoring" that portion of the call instead of "interacting" that portion of the call. I haven't done this myself at the API, but you should be able to differentiate that in the conversation details -- specifically in the supervisor's "communications" fragment of the conversation details, you should be able to understand that this is a monitoring session, and therefore not assign case ownership in that scenario.
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Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
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