I appreciate you being the bearer of bad news ... :(

The documentation doesn't have any information on how to start a monitor that will trigger a call result notification. Which token to use etc

Hi, so i am monitoring calls into Topics using WSC WaitingTaskList

I'm getting everything i need except what happens to the call. I cannot tell the difference between an abandoned call and an agent answers call. Therefor i cannot track accurately each calls total wait time.

The main problem is when i monitor Agents with

AgentList or AgentTaskList there is NO link between the Agent notifications and the Topic Notifications. No unifying call or TaskId.

Does anyone have any experience or suggestions to offer?

Hi i can help you with using php to create a endpoint observer.

2 parts

1 download the wsdl provided in the SDK. Edit the soap:address location="your address running your endpoint server script.php"

2. create a soap server which itself has 2 parts

a. (example for monitoring)

$wsdl = "MonitoringObserver.wsdl";
$server = new SOAPServer($wsdl);
$server->setClass("MonitoringObserver");
$server->handle();

Note the use of the wsdl you downloaded

b. create a class out of the wsdl stub. there are automatic scripts to do it OR just create a class and give it the functions listed in the wsdl

e.g


public function onAGANotification($parameters){
// WSC will call this on agent notifications . see wsdl
}

FInally install and run on your server and this is the URL you give to WSC . Note you must give it the wsdl in the url. e.g server?wsdl
(you know its working when you browse to this address and receive the wsdl)