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Detect if Agent has Genesys Client Open

  • 1.  Detect if Agent has Genesys Client Open

    Posted 06-05-2025 18:06

    Brian_Higgins | 2021-02-03 12:35:06 UTC | #1

    Hi,

    I have an integration, a C# library, one of the features is to allow dial and dial by queue. This all works great.

    The Customer uses this library in desktop product they have, everything is good.

    Except,

    We have a situation where the agent can have the integrated app open, and can make a call. However they may not have their Genesys Cloud Client open. So now when they connect, they have no call controls ( since the client is not open )

    Question 1: Previously in testing, I used to get an error saying a station was not associated when making a call with only the integrated app open and used this to prevent the call being made. In recent testing, I have not been able to reproduce this error. Has the behavior changed?

    Question 2: Is there a way in the api/sdk I can detect if the agent has their Genesys Cloud Client Open?

    thank you, Brian.

    tim.smith | 2021-02-03 16:25:32 UTC | #2

    Brian_Higgins, post:1, topic:9882
    Question 1: Previously in testing, I used to get an error saying a station was not associated when making a call with only the integrated app open and used this to prevent the call being made. In recent testing, I have not been able to reproduce this error. Has the behavior changed?

    You still have to have a station to make a call. It's possible your station is being persisted now when it wasn't before.

    Brian_Higgins, post:1, topic:9882
    Question 2: Is there a way in the api/sdk I can detect if the agent has their Genesys Cloud Client Open?

    No, applications cannot monitor the state of other applications. The best you can do is train the agents to open their client before placing calls and check to see if the user's presence is in a ready state (at least not offline, but apply your own business rules here) and choose not to dial if they don't appear to be ready to handle a call.

    Brian_Higgins | 2021-02-09 16:39:42 UTC | #3

    Thanks Tim,

    appreciated as always :)

    system | 2021-03-12 16:39:46 UTC | #4

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 9882



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