Hello all,
In our environment it looks like fields of an outbound record can only be modified after a transfer if the target agent belongs to the same campaign. If the target agent does not belong to the campaign, he can see the values, but not change.
I found a section on this in the 7.6 Outbound Contact Deployment guide (page 265) but it doesn't explain what configuration options are involved.
[quote]Outbound record sharing between multiple outbound-enabled desktops is
possible when the outbound call is made for a certain record (that is, a call with
the GSW_RECORD_HANDLE key and a valid record handle value attached
to it) is transferred or conferenced between two or more agent places. For
proper record sharing, OCS must monitor all of the DNs that participate in the
call transfer or conference. In addition, all agents who intend to share the
record must be logged in.
There are three possible scenarios for sharing records.
[b]Scenario 1: Outbound Call Single Step Transfer or Mute (Blind) Transfer[/b]
Upon a successful transfer completion, all rights to the record and chained
records access are revoked from the agent who initiated the transfer and are
granted to the agent who received the transferred call.
[b]Scenario 2: Outbound Call Two-step Transfer with Consultation Call[/b]
During the consultation phase of the transfer (or conference), when the
consultation call is established on the agent’s DN who should receive the
transferred call (or be added to the conference), this agent has read-only
permissions for the record. No desktop events will be accepted from this agent,
except for a request for chained records (ChainedRecordRequest), which are
also passed to the agent desktop in the read-only mode.
[b]Scenario 3: Outbound Call Conference
[/b]All agents participating in the conference call have full access to the record
(and chained records of the same chain) and the right to update the chain (that
is, by sending desktop protocol events for specific record handling).[/quote]
Can anybody explain?
Thank you,
Luk.
