WDE CaseData window for Outbound (not OCS) call

[vmc]

Is it possible for the CaseData window to display CaseData/business atributes on an outbound call - given that the KVPs for those relevant Case Data items won't exist on the call.  I know an agent can manually add a Case Data item, but can we display "default" items for them to edit rather than them having to manually add each type?

[RobertH]

It is possible to manipulate list of displayed case data using override. Did you tried it?

Odoslané z D5803 pomocou Tapatalku

[vmc]

Doesn't that rely on the call passing through a strategy?  Can you please elaborate?

[RobertH]

I mean, you will set at application object default values used for all

Odoslané z D5803 pomocou Tapatalku

[RobertH]

Then overide in routing. Default will be applied for all non routed calls. For others you will apply some override.

Odoslané z D5803 pomocou Tapatalku

[vmc]

Sorry, have read through the IW/WDE configuration options document and I don't see anything related to how you can set a default value for a CaseData item so that it is displayed to an agent regardless of whether or not a routing strategy was involved in the call.

Can you please point me to where this would be done and what reference you have to that configuration?

[cavagnaro]

That won't work as there is no URS/Strategy involved.
But, which kind of data you wanna show? All you know is the DNIS being dialed...

[vmc]

It's a business requirement to have the default Case Data displayed there so the agent doesn't have to click the [+] to add other CaseData items manually - which they could end up forgetting to do.

[vmc]

They need to manually add CustomerSegment, ServiceType, ServiceSubType and a few custom KVPs.

[cavagnaro]

But as you say, how WDE could know those values? Reading a WebService? A database? If they are always the same you can make them default in whatever app gets them. What are they used for?

Enviado de meu E6633 usando Tapatalk

[vmc]

They're used by a few things, third party recorder (Qfiniti), GI2.  But without the agent manually adding each CaseData item, they end up NULL or don't exist on the other end.

The only other alternative I could think of was forcing all outbound calls through a routing strategy first by way of a dial-plan.

Each Business Attribute CaseData has a "default" box to check (in CME).  What effect does that actually have?  From what I can tell, nothing in my scenario testing.

[RobertH]

I was thinking, whether it is not possible to set default values in business attributes. So it gets always displayed/filled in. I can try it today.. Other possible way can be doing it with customization. Stop in make call command chain and inject attached data based on call type.

Odoslané z D5803 pomocou Tapatalku

[cavagnaro]

No, and they wouldn't be pulled as they are only called at EventRinging on WDE.
You say they are used for many things, so are those values always exactly the same when doing manual calls? If so, I'd put them as default values on the DB so when an insert is done then you have the values there. If not, customization is the only way as you may have to create rules on which values must be choosen.

[RobertH]

Cavagnaro is right, no default values can be applied for business attributes. There are just some options related to sorting of values documented. But it may be nice feature. I would make sense to think about the customization now. trying to extent interaction.InteractionData list with values to be displayed. 

[vmc]

Yes, I started this thread knowing that it likely required development - that's what we've had to do already for another KVP.  But I was hoping that somebody may have come across another, potentially undocumented, solution to doing this.

Thanks all for confirming.