Starting a customer session through an E-mail Application
Is it possible to start a new session for a customer, when a customer mails a complaint to the center or initiates a CHAT with an online agent. The agent desktop of the agent being contacted should automatically start a new session for such customer.
Assuming that the e-mail received or the chat initiated are from an authenticated customer, how can we start a new session in agent desktop from these applications, using the Sessions.AddSession() func?
I think, this kind of functionality is implemented in the Softphone CTI app.
Yes, Add Session is where you need to do that..
there are a few ways to access it / launch it.
if you take a look at the Microsoft.CCF.Adapter project in the CCF Agent Desktop solution, You will see its making a Service call to the Desktop passing a command to create a new session.. in the Agent Desktop project, Desktop.cs , there is a function called Recive Hander? ( I am away from my machines and dont have the code handy to confirm the function name. ) its a SOAP Receive hander, You can wire into that from Remote channles to launch sessions, or you can look at that and pattern your own function off that for launching sessions.
Additionally CCF registers a service handler ( CCF:\\ i think ).. how to set that up and access it should be in the developer guide..
Matt B
