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Dear experts,
In my understanding, Custom Class for Post Processing of Jobs is for customizing processes after contact attempts instead of writing results of each attempt into CSV files. Is that correct? If so, how can the custom class get UCID and agent login ID for each contact? The reason why I’m asking is that the class 'PomAttemptInfo' does not include either ucid or agent login as page 394-395 on ‘ Avaya Proactive Outreach Manager Developer Guide’ shows. Refer to https://downloads.avaya.com/css/P8/documents/101073116. Any idea/comment would be appreciated. Regards, Yoshihiko |
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The Custom Class for Post Processing was the original mechanism provided by POM to support users' needs for more information (particularly real-time information) from POM. The CSV file(s) and/or reports that POM provides give the final disposition of contacts and campaigns when the dust settles, but not everything that happened to get there. By building a custom class, a user can tap into the internal event bus and observe ALL of the events occurring within POM as it executes campaign(s). For most users, building this type of processor and "drinking from the event firehose" are more than they wanted. Avaya responded to the desire for less, but more targeted, information by implementing a Kafka event stream. Users can subscribe to the Kafka event feed to more easily get real-time information. Kafka even sorts events out into useful categories so that only relevant events need to be subscribed to. You can probably find the document (11073119 Avaya Proactive Outreach Manager 4.0 Event SDK) providing the Kafka Event SKD on the Internet.
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__________________________ GLEN A. TAYLOR | Solutions Architect Interactive Northwest, Inc. |
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Glen,
Thank you very much for answering my question and detailed information. Let me explain the background of the above question. One customer wants to listen to the recorded conversation between an agent and an end user by clicking the link on his/her own CRM system. The BP for the customer asks us how to get UCID of each attempt to associate the one that ACRA has. He has already verified that UCIDs on Campaign Detailed reports and ACRA’s are the same, but he said downloading the reports is not systematic. I recommended him to read exported CSV files regularly, but such a file-based batch process might not be applicable for customer’s environment (I don’t know the detail). So, I’m focusing on Custom Class for Post Processing. As I asked, UCID is not in the class 'PomAttemptInfo' and its definition on page 395 on ‘Avaya Proactive Outreach Manager Developer Guide’ ends without right parenthesis unnaturally. That makes me expect there are some hidden items including UCID. Changing the question, are there any undocumented items in 'PomAttemptInfo'? If no, I’ll let him know Event SDK. Lastly, agent login ID is not required in this case. It’s just a preparation when someone asks in the future. I’ll apologize if it confused you. Regards, |
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Thanks for the background. It is always easier to give a "better" answer to a question when you understand the context.
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__________________________ GLEN A. TAYLOR | Solutions Architect Interactive Northwest, Inc. |
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Hi Glen,
Thank you very much for your comments and advices. They help me to decide what and how I should answer him. Honestly speaking, I hesitated to suggest Event SDK since it makes me image Proactive Contact’s CORBA-based one; it sounds tricky for me. I wonder if he can build an application with Event SDK and/or Call Recording API in limited time and resources. And, I wonder if we can support him when he is in trouble with them! OK, I’ll talk to him. I appreciate your support. |
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Tashiro san,
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__________________________ GLEN A. TAYLOR | Solutions Architect Interactive Northwest, Inc. |
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