where does one configure which fields get pushed to the agent desktop?

[rcote]

Our call center has a very basic screen pop and the IT folks I've spoken to can't (or won't) tell me how the screen pop is populated... the business has been using an odd naming convention where everything from the call list table to the agent group is named identically AND there is a field in the calling list table that contains the list name (which is also the campaign name, which is also the agent group name)... my assumption is Genesys is sending the attached data from the "info1" field which is the field name of where I see they populate the name of that calling list.  I have full access to configuration manager but unsure if that's where I would see what is pushed, or is that configured elsewhere in Genesys?

[cavagnaro]

Well if talking about OCS then go to CME > Fields and go to the annex tab of these fields and see the send_attribute, then apply to the other fields you may wanna send as KVP.
Now, you don't mention which Agent Desktop you use (GAD? IWS? 3rd Party?) so please tell more so we can help further. If you are using a 3rd party then you are kinda stuck because they will have to modify the code to catch these new KVP to show them or use them for some purpose.

[rcote]

Thanks, I had hunted around in CM and found the send_attributes set to the 20 or so fields, but they're using a home grown desktop that only displays 5 fields, and one field looks like a contantenated value. I'll work with the App Dev folks to see if someone can dig into the code to identify exactly how they are getting the displayed values.

[javederic]

nice