GAD customization questions

NICE CXone API & Integrations
1

Hi guys,

I need to know if it is possible to do this with a customization of GAD:

  • on a specific Event, after agent answered the call to connect to an Oracle Database and execute a query, retrieve some data?
  • after that I need to pop-up a new browser window with a custom url?

This raises some questions:

  • is it possible that a custom jsp to use a GAD declared datasource?
  • how can I determine the Answered call?
  • how can I get access to AttachedData from a this custom JSP?

Kind regards,
Valeriu

2

Hello

I think you should start with Genesys Desktop 7.6 Developer’s Guide.
There you’ll find a lot of answers.

Rgds
Robert

3

Hi Robert,

I have asked these questions because the Genesys Desktop 7.6 Developer’s Guide doesn’t cover how to connect GAD to a database for interrogation, also it doesn’t cover specific how to link my JSP/Servlet to a specific event on GAD and last because I couldn’t find how to get AttachedData from a call in progress on GAD.

Can you point me out in the documentation for these directions?

Regards,
Valeriu

1 Like
4

Hi

You are right the customization is not described in document. It is just mentioned in sample6—interaction-information. You have to download the Genesys Desktop Customization Samples. Basically the GAD is combination of Platform and AIL SDKs.
One interaction is received you can use the AIL.

If you need to connect to an custom database the Genesys doesn’t provide any interface to do it, as far as I know. You have to create your own connector in JSP, Java.
If you need to connect to configuration database use Platform SDK Configuration for UCS use Platform SDK Contacts.

How to determine received interaction you can find in Genesys Desktop 7.6 XML Tag Reference.
There are Tags you can use in custom.xml file.

Regards
Robert

5

Hi Robert,

Thank you very much for the informations. I will look into the documentations and sample you have mentioned regarding the xml tags, I need to link the JSP execution to a specific event ( when the agent answered the call ) and I am not sure if this interaction is covered? Also do you have any idee which Tomcat version ( 5.5, 6 or 7 ) is Genesys using for gdesktop?

Regards,
Valeriu

1 Like
6

Hi Valeriu,

I need to link the JSP execution to a specific event ( when the agent answered the call )
Standard customization is executed when agent answers a call so you should not worry about this.
Also do you have any idee which Tomcat version ( 5.5, 6 or 7 ) is Genesys using for gdesktop?
Latest GAD release 7.6.3 is built on top of Tomcat 6.0

R.

2 Likes
7

Hi Rene,

Thank you very much for the response, as you probably have figured it out it is related to the other post.
Also I haven’t figured it out by using AIL Java library how to read the AttachedData on the InteractionID, I saw only the examples in which you are setting your own custom AttachedData keys:

AilFactory factory = AilLoader.getAilFactory();
String idInteraction = (String)request.getParameter(“idInteraction”);
Interaction interaction = factory.getInteraction(idInteraction);
…
interaction.setAttachedData(“k_email_address”, new_Email_address);
interaction.setAttachedData(“k_company_sector”, new_Company_sector);
interaction.saveAttachedData();

Kind regards,
Valeriu

1 Like
8

Hi Valeriu,

Here is the code for reading User Data key:


AilFactory factory = AilLoader.getAilFactory();
String idInteraction = (String)request.getParameter("idInteraction");
Interaction interaction = factory.getInteraction(idInteraction);

String UDvalue = interaction.getAttachedData("...key name");

R.

9

Hi Rene,

Thank you very much once more. I will soon test it.

Valeriu