rich33 | 2016-07-19 15:38:11 UTC | #1
Today we have custom integration for Interactive Intelligence CIC that submits generic interactions for route using the Interactive Intelligence routing engine. Below is the code sample of IceLib functions we are using.
ININ.IceLib.Interactions.GenericInteractionParameters genericInteractionParameters = new GenericInteractionParameters(interactionQueue.QueueId, InteractionState.Offering); genericInteractionParameters.AdditionalAttributes["myMediaType"] = myMediaType; genericInteractionParameters.AdditionalAttributes["myid"] = myId; genericInteractionParameters.AdditionalAttributes["my_data"] = myData;
ININ.IceLib.Interactions.GenericInteraction genericInteraction = _interactionsManager.MakeGenericInteraction(genericInteractionParameters);
QUESTION: How do we do this in PureCloud API?
KevinGlinski | 2016-07-19 15:53:12 UTC | #2
There isn't an equivalent to Generic Objects in PureCloud, it is on our roadmap but I don't believe work has started on it.
rich33 | 2016-07-19 16:12:27 UTC | #3
Thanks for the quick response. This is interesting... we have a customer on short timeframe that requires this functionality.
- When is the planned availability of Generic Objects functionality?
- Do you recommend any alternatives techniques to achieve the same functionality of Generic Objects for routing?
KevinGlinski | 2016-07-19 16:40:24 UTC | #4
I'm trying to find the PM on that work, I don't believe work has started on it. I don't think there is a workaround here. In CIC you could hack the handlers to reuse chat or emails to route external but in PureCloud you might be able to use the webchat https://developer.mypurecloud.com/api/webchat/ api to create a chat (although that api is only js) and if you don't have the end user I think the interaction will live on, or send an email to a queue with the details on what needs to be opened https://help.mypurecloud.com/articles/about-acd-email-routing/
mikemercadante | 2016-07-19 20:10:39 UTC | #5
Kevin, our requirement is to be able to use interactive's routing engine to route external emails and chat requests to an agent. Creating a universal queue in interactive for external chat's an emails.
How do we move from this forum to a real engineering conversation where we are problem solving for our mutual customer in a timely way?
KevinGlinski | 2016-07-19 20:34:04 UTC | #6
I let product management know, there isn't anything else I can do so your best option is to go through your sales channel.
anon31479118 | 2016-07-25 14:18:15 UTC | #7
@mikemercadante, thanks for bringing this up on the forums. We are actively investigating an approach to make this feature a reality. It is important for us to be able to handle 'generic' items (e.g. chat or email from other systems) natively in the platform. While I don't have a definitive timeline at this point I will put a reminder in to follow up with you here.
tim.smith | 2016-07-25 18:10:05 UTC | #8
@mikemercadante I've created a new category for API Enhancement Requests. If you could, please create a new post in that forum with your request for this feature and provide the information requested in the about topic for the category. Collecting this information will help us catalog who is requesting features and why the features are necessary.
mikemercadante | 2016-07-25 18:39:23 UTC | #9
Tim, I've made my team aware of the API Enhancements Category for the future, but don't plan on reposting this item.
tim.smith | 2016-07-25 19:02:33 UTC | #10
Thanks for the reply. Keep in mind that the more customer stories we have for a feature, the more likely it is to be added to the product. The inverse is also true.
system | 2017-08-28 19:25:22 UTC | #11
This post was migrated from the old Developer Forum.
ref: 146