Email and Voice call threading

[New...]

Hi,

Is it possible to thread emails with voice calls? For eg: if an agent makes an outbound call to a customer (while reading the email from that customer), then is it possible to thread that email and voice call?

Any pointer would be helpful.

[YevgeniyP]

I believe you need to know email's thread_id and interaction_id and use these two ids as thread_id and parent_id for voice call.

YP

[bublepaw]

There will be new functionality called conversation manager which will simplyfy it. It will be based around posibility to identify customer base on different parameters like email, phone number, id entered at IVR etc.

[New...]

[quote author=YevgeniyP link=topic=5815.msg25334#msg25334 date=1282803924]
I believe you need to know email's thread_id and interaction_id and use these two ids as thread_id and parent_id for voice call.

YP
[/quote]

How to make this threading happen automatically? (as it happens for emails)

[YevgeniyP]

There is no magic. Application which creates new interaction responsible for threading. In case of emails, ESJ doing this based on MIME id, parameters, etc.
Voice call created in UCS by Desktop has to be threaded by desktop. If you want to do it from the strategy, just provide correct parameters as I said before.
YP