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David Alexander AlvarezDavid Alexander Alvarez 

Supervisor Messages in IWS (BroadCast Messages)

Hi

I have configured the Broadcast Messages option through the IWS, but I wonder if there is any option to send a message to all agents of a group or a tail. Not an agent of the queue or group but to all agents who are in that group or queue.
 
Best Answer chosen by David Alexander Alvarez
William DavidsonWilliam Davidson (Genesys)

David, 

There is no Out of the Box Configuration Option to send a message to all agents of a group.

From my research Administrators within the contact center shall have the ability to broadcast messages to all agents logged in.  You have to add customization to send and receive broadcast message. IWS and WDE are a T-Lib client.  It is my understanding that sending a request is pretty simple, but we'll still need to build an IWS or WDE module or custom GUI around that and integrate it into the IWS or WDE. This custom client would send RequestDistributeUserEvent with attached data in the specific format to the communication DN.  http://docs.genesys.com/Documentation/IW/latest/Dep/ViewingBroadcastMessages. Therefore this requirement would be customization.  GA for the communication DN setup and Custom for designing and implementing the custom client that would send RequestDistributeUserEvent.
 
Regards,

BIll D

All Answers

William DavidsonWilliam Davidson (Genesys)

David, 

There is no Out of the Box Configuration Option to send a message to all agents of a group.

From my research Administrators within the contact center shall have the ability to broadcast messages to all agents logged in.  You have to add customization to send and receive broadcast message. IWS and WDE are a T-Lib client.  It is my understanding that sending a request is pretty simple, but we'll still need to build an IWS or WDE module or custom GUI around that and integrate it into the IWS or WDE. This custom client would send RequestDistributeUserEvent with attached data in the specific format to the communication DN.  http://docs.genesys.com/Documentation/IW/latest/Dep/ViewingBroadcastMessages. Therefore this requirement would be customization.  GA for the communication DN setup and Custom for designing and implementing the custom client that would send RequestDistributeUserEvent.
 
Regards,

BIll D
This was selected as the best answer
David Alexander AlvarezDavid Alexander Alvarez
Thank you very much William, with RequestDistributeUserEvent event I could do. Now I only integrate the IWS .

Regards.
Rajnish RoyRajnish Roy
You Can broadcast the message to Larger Audience URS URS block using same Broadcast DN. I would not say out of the box, But certaily reliable and No extra Application or customization required.