bharath | 2017-06-19 18:27:29 UTC | #1
Hi,
I want save the wrap up data from the real time ( for example on going call when an agent selects the wrapup code that data I need to save ) to my backend system. Can anyone suggest how to implement this?
tim.smith | 2017-06-19 21:22:41 UTC | #2
Using the notification service will give you real time notifications of events you subscribe to, like a user or queue's conversation events. See the NotificationHandler Helper Class section of the .NET SDK's documentation for SDK-specific implementation details.
bharath | 2017-06-21 12:38:04 UTC | #3
Hi Tim,
Can this be implemented using bridge action(custom action) like when an agent is in process of call completion (i.e. assigning the wrap up code and wrap up note). We are calling an inbound script to the IVR flow. If yes, which point would be correct to call the bridge action to send the selected wrap-up details to the back-end system. I request you to guide me on this.
tim.smith | 2017-06-21 13:56:00 UTC | #4
You can call a bridge action from a script, but then the agent would have to enter the wrap up code in the script and submit it to the bridge action and then do the same in the PureCloud UI.
bharath | 2017-06-21 16:41:52 UTC | #5
Thanks Tim, but doing the same activity in two different UI might not be good for implementation or approach. Can you please suggest other way to achieve this? Can we do the wrapup details process in Purecloud UI and send this from here?
tim.smith | 2017-06-21 16:44:05 UTC | #6
I agree. See my post above about using the notification service to get real-time conversation events.
bharath | 2017-06-21 17:48:10 UTC | #7
How this service gets connected to Purecloud from custom application for example we call bridge action to perform web services then how can we communicate using this service to get wrap up details to our custom application? I am asking it because new to this notification service i.e for real time topic. So please help or guide us.
tim.smith | 2017-06-21 18:55:58 UTC | #8
Can you be more specific about what part you're having trouble with? The documentation linked above explains generically how to interact with the notification service as well as how to use the SDK to manage notifications.
bharath | 2017-06-23 13:21:13 UTC | #9
Hi Tim, I went through studying the notification service here subscription is required based on user id. In an organization there are n users and users are added to queue, so when call activity is in process and wrap up code assigning to that call. Will I be able to get all the wrap up codes and notes that are on going. So I have to subscribe each and users get the wrapup details from the notification.Is this correct?
tim.smith | 2017-06-23 15:23:06 UTC | #10
To get conversation events, you can subscribe to each user if you need events for all of their conversations, or you can subscribe to the queue if you only need conversation events for conversations that are ACD processed. The conversation events send the conversation object, which includes wrap up data.
bharath | 2017-06-23 20:29:38 UTC | #11
Thanks Tim! I will try with this method.
system | 2017-08-28 19:35:11 UTC | #12
This post was migrated from the old Developer Forum.
ref: 1430