Genesys Support Phone

Does anyone have documentation on the Genesys Support phone (TestPhone.exe)? If so, could I obtain a copy?

Thanks!
Mike

Mike,

I don’t know if there is a documentation for it, but if you need some help with it - just tell me and I will put together some examples for you

Victor,

That would be great! We are expereincing issues registering for DNs sepcifically. Any examples you can provide on basic / advanced functions would be greatly apprecaited.

Thanks!

Sure, here is how to connect:

Public Function TConnect() As Boolean

Call TConnection.ConfigureAddp(10, 20, addpTraceFull)
Call TConnection.EnableAddp(True)


' Control connection parameters
If IsEmpty(Me.TServer) = True Or IsEmpty(Me.TPort) = True Then

    ' Log.WriteAs getLogFileName(), "class.TConnect", -1, -1, "Connection parameters missing."
    TConnect = False
    Exit Function
    
End If

' Log.WriteAs getLogFileName(), "class.TConnect", 1, 0, "THost is " + Me.TServer + " @ " + Me.TPort

If frmTelephony.TConnection.TConnect() = False Then

    ' Log.WriteAs getLogFileName(), "class.TConnect", -1, -1, "Could not connect to TServer"
    TConnect = False
    Exit Function
    
End If

' Log.WriteAs getLogFileName(), "class.TConnect", 1, 0, "Connecting to TServer..."
TConnect = True

End Function

Here is how I would register:

[font=Verdana]Private Sub TConnection_TEventLinkConnected(EventInfo As DesktopToolkitX.TEventInfo)
numOfRegisteredQueues = 0

Call myWatch.setCallResult(EventLinkConnected, "", "Event", 0)

If myWatch.numOfChannels = 0 Then

    ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", -1, 0, "Because channels (DNs) not set and initialized, main program couldn't continue."
    
    If Me.TConnection.TDisconnect() = False Then
    
        ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", -1, 0, "Couldnt Disconnect from TServer"
        
    End If

    Exit Sub
    
End If

Dim rs              As TStatus
Dim i               As Integer

’ if you are watching more than one DN, numOfChannels would be 2 ← Nortel for example
For i = 1 To myWatch.numOfChannels

    ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", 1, 1, "Processing " + Trim(Str(i))
    
    Call Me.TExtension(i).TSetRegisterMode(ModeMonitor)
    rs = Me.TExtension(i).TRegister()
    
    If rs = T_FAIL Then
    
        ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", -1, 0, "Couldnt register Channel " + Trim(Str(i))
    
    Else
    
        ' Log.WriteAs getLogFileName(), "TConnection.TEventLinkConnected", 1, 0, "Registering Channel " + Trim(Str(i))
        
    End If

Next i

End Sub[/font]

Ummm… What else? It is pretty straight-forward really…

Here is how you would query for agent status on that DN, because you would not want to try to login agent who is already logged in, right?

Public Sub Get_DN_Info(Index As Integer, dn As String)

Dim rs As TStatus

rs = TExtension(Index).TQueryAddress(AddressInfoDNStatus)

End Sub

Here is how you would get Attach-Data:

Private Sub TExtension_TEventAttachedDataChanged(Index As Integer, EventInfo As DesktopToolkitX.TEventInfo)

Dim i           As Integer
Dim sName       As String
Dim sValue      As String
Dim connId      As String
Dim AgentId     As String

connId = vbNullString
connId = EventInfo.connId.GetConnIDAsStr()
AgentId = vbNullString
AgentId = EventInfo.AgentId

For i = 0 To EventInfo.userData.GetCount - 1

    sName = vbNullString
    sValue = vbNullString
    
    sName = EventInfo.userData.Get(i).Key
    
    If EventInfo.userData.Get(i).Type = CKVTypeNum Then
    
        sValue = Str(EventInfo.userData.Get(i).NumValue)
        
    Else
    
        sValue = EventInfo.userData.Get(i).StringValue
        
    End If
    
    Call myWatch.setUserData(Index, connId, AgentId, sName, sValue)

Next i

End Sub

Please tell me if you need anything else

Genesys ActiveX is really a breeze to program and actually works enough to make it enjoyable. They provide you with ActiveX sample which pretty much is self-explanatory.

If you have a question - feel free to ask

Vic

Victor,

Thanks for taking the time to provide the support phone code. This will be very useful if I am unable to use the support phone that I currently have. I have a support phone application (supposedly from Genesys originally) that I am trying to use. However, I have been unable to find documentation on it anywhere.

I am attaching a screen shot of the phone as well as the “documentation” I received with it to see if anyone recognizes it and might have documentation on it.

Thanks again for the info!
Mike

I have this version and the later version.

What do you want to know, there is no documentation on it, but after using it a couple of times it will become very familiar.

To connect to tserver enter the host and port details and press connect.
to register enter the dn/extn and press the register button
to login an agent enter the agent details and press login
make sure you turn on internal tlib logging, so that you can see what is going on.

For more advanced functions you really need to look at the tlib developers guide as it will mention what values need to go with each request.

Hello

It’s possible to get the supportphone ?

Yes, from Genesys Tech Support Web Page go to Tools and download it

sorry, but i can’t find the tools

Login to http://support.genesyslab.com
Go to Knowledge Base
Go to Troubleshooting Utilities
Walla! ;D

If you do have support through Genesys’ site, look under the Tutorials. I think they covered a few of the troubleshooting tools (including the support phone) a few months back.

I have downloaded, but have not had a chance to run through it yet.

Is ther any link to download this TLib developers guide? :-\

Does anyone have documentation on the Genesys Support phone (TestPhone.exe)? If so, could I obtain a copy?