Question on Java Desltop Toolkit 7.2 API

Voice & Telephony
1

Hi ,

We have used Genesys Java Desltop Toolkit 7.2 API for building the custom S/P application. We have a issue reported by agents using S/P in the following scenario - Agent 1 initiates a cross site consult with Agent 2 and then merges the call making it a 3 Way . At this point Agent 1’s line shows the agent 2 to be in conference but Agent 2’s does not .Furthermore in case Agent 1 stays in the call for some more time and gets relased and Agent 2 initiates another consult ,S/P does not allow and throws the following error - “Unable to initiate conference, please have transferring agent release the customer”.It’s custom error thrown when S/P recognizes caller is already on a conference and does not allow a new conference to be made from S/P .This is so as per biz requirement.

1)In case of single site conference scenario we get “EventPartyAdded” for Agent1 and “EventPartyChanged” for Agent 2 when Agent 1 merges the call making it 3 Way. S/P uses these events to change the S/P GUI to indicate that agents are now in a conference.But in case of cross site call we don’t get “EventPartyChanged” for Agent 2.Thats why S/P fails to indicate a conference.

2)In case of single site conference when Agent 1 leaves the call after 3 Way ,we get “EventPartyDeleted” for Agent 2.S/P uses this event to understand that Agent 1 is now no longer in the call and allows Agent 2 to initiate another consult.But since in case of a cross-site we don’t get “EventPartyDeleted” for Agent 2 and thats why S/P throws the error i have mentioned above.

The missing events are due to the fact that we have not set T-server option use-data-from to "“consult-user-data” .I would like to know is there a method/API call that would allow me to know that whether call is in conference state or that would allow me to know the number of members involved in the call or some other way that would help us work around the missing events in cross site conference.

Any help/guidance would be appreciated.

Thanks

Manas

2

Please try TQueryCall() which is a native C library function; it should have been included in Java function class.

“Requests the information specified by info_type about the telephony object specified by conn_id. If the query type is supported, the requested information will be returned in EventPartyInfo.”

In multiple sites environment, some tests should be performed to verify if this function works!

Example: [switch1, extension A] —> [switch2, extension B and extension C]

  • to agents’ view point, they are in conference
  • to switch1, extension A is making an outbound call
  • to switch2, extension B is having a conference call with C and an inbound call
  • it really depends how Genesys multiple-site T-servers handle these events messaging! try and test them!

regards

3

There is a command to be used with Java SDK for it - give me a few hours to get to my office and I will be able to answer this one. ;D

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