inContact Developer Discussion

[bgrabow]

Has anyone found a good way to display or monitor InContact queues on a mobile device, in particular a Blackberry?

[KeithKreuz]

Thanks for your question.  I believe that the engineer who researched Blackberry is out of the office today, so we probably will not have a response for you until next week.

[TimHarris · Accepted solution]

bgrabow,

Thanks for the question.  There are currently no "out of the box" methods to do this.  We have had a few trailblazing partners and customers use our web services to create their own mobile feeds.  If you are interesting in looking into that kind of solution you can check out our WSDL at https://inlogin.com/insidews/insidews.asmx. 

Specifically, you will want to look at the following methods:

https://inlogin.com/insidews/insidews.asmx?op=Agent_GetLiveList

https://inlogin.com/insidews/insidews.asmx?op=Contact_GetLiveList

https://inlogin.com/insidews/insidews.asmx?op=Contact_GetLiveListExt

https://inlogin.com/insidews/insidews.asmx?op=GetLiveContactsByMedia

These all provide close to real-time availability of the data.  To get pricing on the web service API please contact your client service manager.

Thank you,

Tim

[TimHarris]

Moving thread to Developer Discussion Thread.

Thank you,

Tim

[HSinberg]

When a call goes into queue we spawn a script that dials a supervisor and upon answer recites the project name and how long the queue is.  I only do it for the call that starts the queue; no point in generating too many phone calls if a queue is growing, as the supv. has already been informed that there's a queue.

In our case we direct call to our PBX which I've configured to ring at a bunch of supervisors' desks.  There's no display about the queue per se, but you can use a specific Caller ID that informs the recipient that there's a queue even if he/she elects not to answer.  No reason why these calls couldn't be routed to mobile devices.

HS

[bgrabow]

Thanks for the replies, I was able to make some headway in viewing queue data on my blackberry.  I found a BB browser that call successfully pull up and let me log into Webmanager which is great, it gives me the ability to perform some functions in an emergency.  However I still cannot view or manage current state functions as to get there on webmanager you have to access those reports from a menu accessed when you hover over any section in the "Reports" section.  Because of this you cannot access any of the report a any mobile browser I have seen so far has no way to display that "hover" menu....its driving me nuts!

Is there any way to make the same reports available on a full page if you click on any of the report sections?  Does that make sense?  If that could be done I could really do just about EVERYTHING I may need to in an emergency or even if I just need to peek in on my center.

Thanks,

Ben

[logos]

The whole webmanager was very badly designed, and from my perspective development appears to have been abandoned for anything other than the minimum to support new features.  I've been whining about the fact that stations are listed in station ID order by default rather than alphabetically for two years, and have yet to see anyone bother to take twenty seconds to change the "ORDER BY" in whatever SQL is driving that.

[michin]

Using web services is the best way to get this data, but if your using it to see live data and refreshing it every so often with multiple using it, your going to have some real problems.  incontact changes the amount of calls you can make to their web services at random so you need to make sure your always up to date on what that is.  I've seen anywhere from 25,000 calls per month to 25,000 per day to as low as 5,000 calls per month.  Maybe incontact can shed some light on what the current number is.

If its for internal use with one person your probably ok, but if your building something for a client or for multiple people you may have some issues where it will just stop working and tell you that you've exceeded the amount allowed without warning.

For just regular call logs you wont have an issue, for things that need refreshing constantly, SLA, Queue, etc...there is nothign you can do about it.

[MarkR]

The standard amout of web service method calls per day is 25,000 with a maximum of 3 concurrently.  The old standard was 5,000 per day.  This is probably where the confusion has come from.

Thanks

Message Edited by MarkR on 03-24-2009 11:53 AM