Chat - Cross Tenant Transfer

[Dionysis]

Hi all,

Another weird out of the box question for you.  I have a client who has multiple tenants, and they need to be able to transfer a chat interaction from one to the other, there doesn't need to be anything fancy, just dump it in an interaction queue at the receiving tenant so a new strategy can route to the receiving agent.  I've done this with voice in the past, but it seems that is far easier than with chat.  All using IRD by the way.

I've tried a few ways to do this and all fail for various reasons.  Here's what I've tried so far:

1 - Just target the agent direct.  Using a target variable, I targeted "agentname@statserver.A".  I wasn't really expecting this to work but figured it was worth a shot.
2 - Use TRoute to send the interaction to the new queue.  This failed with an unknown type error so I haven't completely given up on this yet but for now it's failing.
3 - Jump to the receiving strategy using the "JumpToTenant" function.  I set the URS option "change_tenant" to true as the documentation suggests and what I ended up with was a new interaction in the current tenant that routed back to the agent that transferred the original chat.

I'm about to start looking into the external service API options to try and manipulate the chat itself in interaction server, but that's always a giant rabbit hole that often has weird and exciting results.

Anyone got any better ideas?

[cavagnaro]

If you have GMS you would have to send the interaction there, Tenants are like independent servers in Genesys POV so routing won't work because T1 doesn't know what a switch is for T2. So you need to create a new interaction on IXN server for T2 and maintain the HTTP connection from web page to GMS/ChatServer.

[Dionysis]

Yeah, looks that way.  For voice it's easy, you can just ISCC across to the new switch and there you go.

No idea how I'm going to get a new interaction through GMS and still maintain the old connection though.

[cavagnaro]

Hard to say without a complete architecture schema but basically you can send the browser a command to connect to a new URL

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[Dionysis]

Shouldn't need a step by step guide, but if you could point me in the right direction that'd be awesome.

The architecture is nothing particularly special but it looks essentially this:
Chat widget (using Genesys sample code) hosted on standalone web server.
GMS exposed to the internet - chat widget/client connects to this from the internet.
Chat server - internal
Interaction server - internal
UCS - internal
WDE connects via UCS and Interaction Server proxies.

All components are the latest available version or within 1 or 2 minor releases.

[Kubig]

Have you configured eServices layer accross multiple tenant?

[Dionysis]

Yes, the two tenants in question both share all the eservices components in question and can both receive chats via GMS. 
Separate WDE application objects, but all other apps are set up to be multi tenant.

[cavagnaro]

Have you tried to WDE agent from Tenant A to transfer not to an agent but to a Queue on Tenant A, then a strategy transfers to a Queue on Tenant B?
That should work.

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[Dionysis]

Yeah that was my original plan, transfer to interaction queue on the receiving tenant and the.  Since IRD only allows you to route to a specific interaction queue and not a typed destination or variable the only way I can think of to do that is TRoute, which I haven't been able to get working.

I've raised a Genesys ticket and they seem to think the JumpToTenant function should work for this so I'm investigating that angle currently.

[Dionysis]

Genesys support have confirmed that JumpToTenant is not supported for chat interactions. 

[cavagnaro]

That being said, option is just to create maybe a http gateway to transfer the interaction to and then this transfer to GMS again

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