Posts under ‘Genesys’

I’m back from Genesys G-Force 2009 and overall it was a good experience. The general conference and breakout sessions were particularly informative and entertaining, and as expected a lot of focus was on today’s economic reality and its role on the contact center, and as far as this year’s theme “Transform Customer Experience” is concerned, [...]

The upgrade to Genesys 7.6 in December went off pretty much without a hitch, and with the upgrade came changes to T-Server and URS logs so I’ve been spending some time during the last quarter updating Genalyze. I’ve also found some spare time to continue with Leafpile development, both Java and Objective-C implementations.
Needless to say, [...]

Between submitting a paper to this year’s Genesys G-Force conference and some serious geeking out with respect to Linux kernel hacking, I haven’t bothered with a post in 6 weeks or so. Too busy, or too focused to bother, I guess. See, too serious:

My paper on Post-call Surveys and Outbound Contact didn’t make the cut [...]

Coming back to work from the Thanksgiving holiday, we were greeted with some IVR strangeness. Seemingly random error events were being thrown in our IVRs every fourth or fifth call, causing callers to be transferred to an agent rather than allowing them to continue in a possibly unstable IVR.
After ruling out database and application server [...]

Emergency situations sometimes arise when the call center needs all agents to log out of the system immediately (a fire drill, for instance). Managers and supervisors usually have to log some agents out manually, though, and typically it is the Desktop Toolkit StarterApp that they use. It’s not the best tool to use, but it’s [...]

Back in February I was discussing post-call surveys and how to implement them in Genesys. After a pile of work, tons of headaches, and five months later, we finally pushed the application into production at the end of July (we dumped our dreams of using voice callback and used outbound instead, works like a charm).
It [...]

A reader pointed out to me what looks to be the start of a nice blog, MindspanStudios (update 29Sep07: looks like it’s down) that focuses on programming using Genesys SDKs. There’s only a single post at this point, but it’s a slick video tutorial on writing C# apps using Genesys Interface Services.
So far I’ve only [...]

I’ve gone ahead and released Genalyze into the wild.
Obviously, there’s still a lot of work to be done as it slowly evolves into something more than just a utility to parse Genesys T-Server logs, my original intent with this project. Already I’ve been playing around with it to do spam analysis.

This first release is a [...]

I’ve begun work on a new project implementing automated post-call surveys for callers to our customer care center. We’re still in a research phase, and I’m trying to come up with a simple prototype of how such a system might work. The IVR portion of the survey has been a breeze, not surprising since most [...]

Not really, but my laptop did die last weekend, which unfortunately was my main development platform. The good news is the parts should be in tomorrow and I should have my system up and running by Wednesday. My work on Genalyze* is complete enough to release at this point, so my plans are to do [...]

At work, we find ourselves using the Genesys StarterApp quite a bit to get our agents logged into or out of the system when problems creep up, such as “extension in use” errors or when the agent/softphone is out of sync with the T-Server. The StarterApp is a handy tool to remedy such situations, but [...]

The last incarnation of these web pages was getting pretty stale, so I thought it was time to redesign the site. I decided to give WordPress a try, as it seemed simple enough to install and maintain, and hack. So far I like what I’ve seen, and it’s been pretty straightforward hacking the site to [...]

I created a new project, Genalyze (formerly known as Genesys Log Framework), over at SourceForge.net this week. In recent months, I have found myself writing a lot of little Java classes at work to aid in my analysis of the overly bloated T-Server and URS logs created by our company’s Genesys installation, so I figured [...]

Developing VXML applications using Oracle Voice Dialog Objects within Oracle Application Server and OC4J_Wireless container on a Genesys platform.
t.b.d. placeholder
Issues with globals (Root.jsp) within subdialogs; browse lists.
(classes.jar: oracle.voice.infra.device, oracle.voice.infra.jsp.taglib.egrammar, oracle.voice.infra.jsp.taglib.pvxml, oracle.voice.infra.jsp.taglib.util, oracle.voice.infra.vgd)
(voice-vdo-jsp-tags.jar: oracle.voice.infra.jsp.taglib.vdo, oracle.voice.infra.vdo.properties, oracle.voice.infra.vdo.subdialog, oracle.voice.infra.vdo.subdialog.dialog)