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)
Original Message:
Sent: 10-26-2023 14:20
From: Vipin Kalra
Subject: Case Ownership Change in Salesforce with Call Monitoring
Hello,
In our voice contact center, we've integrated Salesforce and incorporated the onScreenPop method into our voice channel. This method automatically assigns case ownership to the agent when a voice interaction is answered, which functions correctly. However, a complication arises when a supervisor monitors an active call. In this scenario, a call is initiated to the supervisor, and when the supervisor answers it, the onScreenPop method is triggered once more, leading to a change in the ownership of the Salesforce case to the supervisor.
Has anyone encountered a similar problem and found a solution?
Thanks
Vipin
#Integrations
#QualityManagement
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Vipin Kalra
Docusign, Inc.
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