Distinguish between a softphone or hardphone call

General Discussion
1

Hi everyone,

How can I distinguish between an agent making a outbound call through their physical phone vs their sw application.

Thanks,

David.

2

Whenever agent pick up hardphone Off Hook event will be triggered. At that time you can say agent used the hard phone.

I corded my softphone, so that every time agent pick up hardphone, softphone will pop up a message saying that “…need to use soft phone for making calls… etc.”

3

Hi vivik,

Do we not get an event off hook regardless?

Thanks,
David

4

David,

Let me explain how it is working in our call center.

hardphone (Callmaster3) has 2 connections, One connection for head set & 2nd one for receiver.

when agent starts softphone they use head set, it will be off hook state.
So, to make a call using hardphone they need to pick a line, in that case, genesys receives off hook event again, which can be traped in ActiveX extension control.

here is the pice of code notifies when agent uses hardphone…

Private Sub TExtension1_TEvent(EventInfo As DesktopToolkitX.TEventInfo)

…
Select Case EventInfo.EventType
Case EventOnHook
Debug.Print “Extension Event On Hook”
WriteLog (“Extension EventOnHook”)
Case EventOffHook
Debug.Print “Extension Event Off Hook”
WriteLog (“Extension EventOffHook”)
msgRslt = MsgBox(“Please use the Toolbar for all phone functions (Calling/Answering etc.) in order to prevent an ““out of sync”” condition”, vbCritical, “TOOLBAR WARNING:”)
WriteLog (“Please use the Toolbar for all phone functions (Calling/Answering etc.) in order to prevent an ““out of sync”” condition”)

…

this code has been in place for last 4 years. I never had any false alarm… that means it works as I wanted.

2 Likes
5

Interesting vivek, does this solution remove all instances of agents being stuck in an OffHook status?

6

If an agent gets stuck on the OffHook status it’s because a bad event arrived from the PBX or an error, or maybe a misconfiguration. Maybe didn’t got the Dialing or the Onhook events.
Have you checked your logs files? Which PBX do you have?

2 Likes