Traping changes in GAD custom tab attribute values. HOW?

[Vikas]

Hi All,

We are using custom data tab to display the call attached data on GAD UI. We have a requriement where we want to be able to modify the phone number attribute from this tab; which we can do using the ootb EDIT button. However we want to write a script which will do a query and refresh the custom data tab from the UCS database based on the modified phone number. Seeking help to understand how can we trap the changes in the attributed on custom data tab and if we can query the UCS database without writing custom script.

I read the configuration needed to do the information pull from UCS data on an incoming call. Wondering how exactly it will fit with this scenario.

Cheers,
-Vikas

[René]

Hi Vikas,

I don't fully understand why you are trying to achieve... GAD works with 'contact' objects and phone number is used to identify particular contact in UCS database. Do you want to change contact for received voice interaction because the identification has failed?

R.

[Vikas]

Thanks Rene,

Here is clarification, we call it agent correction scenario

1. Agent receives call and pop happens on GAD with cutomer data from UCS based on the customer account number.
2. Agent is talking to the customer and sees that the customer has entered incorrect account number and the pop is not related to the customer on the phone.
3. Agent edits the account number on GAD under Customer data tab with correct account number shared by custoemr over the call.
4. Now, when agent hits enter the GAD need to go back to UCS and pull the correct details to display under the GAD custom tab.
5. We have two issues here,
      a. locate the GAD script responsible for creating the layout on custom tab and tweak the code to extract the correct account number entered by agent. and
      b. send this account number to UCS to query and pull the data back.

We figured out the script for 5a and can read the details from the text box [uadeditablelist.js]. We are still trying to figure out how can we achieve the second part.

Cheers,
-Vikas

[René]

Hi Vikas,

I don't have access to GDesktop now but I would say that change of account number on Customer tab is considered as update of account number value and it will not force GDesktop to check whether contact with same account number already exists in UCS. You would need to write your own code to do so.

R.