Case data for consultation

[marmota]

Hi all!

We added several custom drop-down lists to WWE for agents to collect some data during a call. Drop-down lists values are processed as case data and then transferred to GIM. The scheme works for regular calls but it doesn't for consultation. When agent1 starts consultation call with agent2, call comes to agent 2, agent2 picks up call and drop-down lists are not active - we see them but they are clickable hence we can't choose value.

Any ideas how to solve?

[cavagnaro]

consult-user-data
On your TServer


https://docs.genesys.com/Documentation/TS/8.1.1/TSCSTA/TCTServerSection#t-4

[marmota]

Thanks for reply!

We've tried these options but they don't affect =(

I guess the issue is at WWE level - drop down lists are either inactive or do not appear at all during consult calls (while they work during regular calls).

[cavagnaro]

Check your logs to validate