How to sent event when agent answer call & availible

[tonywang]

Dear all, I am not sure if anyone do this before?
I would like to triger some extenal program when agent answer call & get into availible status. It is not screen popup because I need to use URL to bring my CRM applicaiton. Thanks!

[mflorell]

You are going ot have to describe what you want in more detail

[tonywang]

Ok, actually I would like to design a multi-media blending solution on VICI. I would like to make VICI can take voice inbound call & incoming chat request in blending mode. I found openfire which is chat solution with chat inbound queue. I would like to make inbound agent to take chat when agnet is availible then make him self into live call status to prevent incoming voice call. Take chat status in busy status when agent take voice call in VICI. Any idea?

[williamconley]

let me see if i got this request, it sounds intriguing: you want to combine chat conversations with voice conversations so far as "busy" is concerned? so if an agent is on a chat OR a voice call, they are busy for inbound ... and if they are not on a chat or voice, they are available for both?

interesting.

that's quite doable, but would require some thought. could probably be handled within the framework of Vicidial, or just "triggered" by the framework of vicidial (or "faked" for that matter)

[tonywang]

What I thought is as bellow:
1. When incoming call to the agent, the agent status will become alive, triger some event to call openfire API to change chat status to busy.
2. When the call terminate. finish the deposition code, call open fire API to change chat status to availible.
3. When chat come in, call VICIDIAL Agent API to make agent is not ready when chat arrived.
4. When chat complete the call VICIDIAL Agent API to make agent ready.

So far I know Agent API can make agent ready or not ready. But I have no idea how to get the event while call coming & triger some openfire API within VICIDIAL? Any idea?

[mflorell]

I did set up OpenFire once. Not sure if I want to integrate with it in the way you mention. There would have to be a lot of code changes to get it working properly like that.

Have you taken a look at the PROJECTS posting on these forums that details how I had planned on giving ViciDial it's own IM ability to handle agent communications as well as web-based customer chat sessions.
http://www.vicidial.org/VICIDIALforum/v ... php?t=8754

[williamconley]

sounds like that actually matches the request and then some.