Interaction window and case information

[alaint]

Hi,

I have two questions concerne the Case Information section in Interaction Window.

1. I would like to know if it's possible to not show the "Queue" case data. 

2. I would like to know if it's possible to specify the format for the value of a case data.

Thanks a lot.

Alain

[Kubig]

All answers to your question are in document guide - please,read the doc first!

[alaint]

[quote author=Kubig link=topic=7516.msg32237#msg32237 date=1353920398]
All answers to your question are in document guide - please,read the doc first!
[/quote]

Thank you!  Your answer realy help me... 

If someone know the answer and are not bad mood, feel free to answer.    Meantime I will read 10 billions of pages in documents guides...

Alain

[bublepaw]

It takes around 5 min to find in documents - actually there are only 3 documents that You have to search through. Please try searching for "attached data" in deployment guide. If search engine is ok it should point You to interaction.case-data.format-business-attribute which is answer that You are searching for. Second answer is hidden under "strange" title "Editing case information"

[alaint]

[quote author=bublepaw link=topic=7516.msg32248#msg32248 date=1353971208]
It takes around 5 min to find in documents - actually there are only 3 documents that You have to search through. Please try searching for "attached data" in deployment guide. If search engine is ok it should point You to interaction.case-data.format-business-attribute which is answer that You are searching for. Second answer is hidden under "strange" title "Editing case information"
[/quote]

I already know and use the "interaction.case-data.format-business-attribute".  I can show custom case information in french or in english depending on agent options.  But I dont know how to manage "out-of-the-box" case information like "Queue" and "Origin".  I dont want the "Queue" to be show in the case information section in Interaction Window.  Under my Business Attributs corresponding to "interaction.case-data.format-business-attribute", I have try to create an attributes values with the name "Queue".  But it do not override the "out-of-the-box" case information "Queue".  Maybe I dont use the good name or maybe not the right way.  I have search many document and read a lot of stuff on internet and PDF, but I have not find the answer to my need.  It's the reason of this post.   

For my second question.  I have a custom attribut who contain a phone number and the phone number was not format.  In case information section, I have the need to format this info differently depending on agent language. (ex : 444-555-1212 or (444) 555-1212) I have not find the way to do that to.  Someone know if it's possible or how to do that?

I sure have difficulty with my english, but I dont think I'm an idiot.

Thank you.

Alain

[bublepaw]

Hi Alain,

Now that You described problem in details I would say easiest way would be to implement own view to display data way You want and replace standard view used by IWS. Unfortunatley it requires some coding but with code You will be able to display data any way You want including blocking unwanted data and dynamicaly formating any fields based on whatever criteria is need it.

[alaint]

[quote author=bublepaw link=topic=7516.msg32274#msg32274 date=1354046450]
Hi Alain,

Now that You described problem in details I would say easiest way would be to implement own view to display data way You want and replace standard view used by IWS. Unfortunatley it requires some coding but with code You will be able to display data any way You want including blocking unwanted data and dynamicaly formating any fields based on whatever criteria is need it.
[/quote]

Ok, so it's not possible to hide queue only with configurations.  I already have a custom view for the case information section, but my client want me to not replace existing view... 

Thanks you bublepaw.

Alain

[bublepaw]

Hi Alain,

Did You try to inherit Your class from original view and just change behavioiur of one filed. This is something I didn't try yet but maybe this is solution to have view that looks same but behaves differently.

Pawel

[Kubig]

As wrote Bublepaw - you have to write own code,which overwrite default behavior,at least for the format string. For remove queue and origin field from case data in interaction window just set option interaction.case-data.format-business-attribute. For overwrite toast case-data you have to again write own code.

[alaint]

[quote author=Kubig link=topic=7516.msg32284#msg32284 date=1354193308]
As wrote Bublepaw - you have to write own code,which overwrite default behavior,at least for the format string. For remove queue and origin field from case data in interaction window just set option interaction.case-data.format-business-attribute. For overwrite toast case-data you have to again write own code.
[/quote]

Thank you both for your reply.  Kubig, when you write : "just set option interaction.case-data.format-business-attribute", can you gave me more details.  Cause, as I said, I have try that unsuccesfully.  I have try to add an Attributs Values with name "Queue", change de display name but it dose'nt change anything. 

Alain

[Kubig]

I tried it and in interaction window all works correctly. I create a new business attributes section and in this section I created some "case-data".without any queue and origin. On IWS object I set "interaction.case-data.format-business-attribute" option to name of created business attributes section. So,If I accept the call I did not see queue and origin,but only my defined field. Unfortunately, in toast case-data is not work correctly and same like an interaction window.

[alaint]

Unfortunately, I don't have the same reaction as your.  I think I will try again from scratch.

For the toast section you must set "[b]toast[/b].case-data.format-business-attribute" option to the name of your business attributes section. 

Alain

[Kubig]

[quote author=alaint link=topic=7516.msg32287#msg32287 date=1354199967]
Unfortunately, I don't have the same reaction as your.  I think I will try again from scratch.

For the toast section you must set "[b]toast[/b].case-data.format-business-attribute" option to the name of your business attributes section. 

Alain

[/quote]

Yes,I know But,the behavior in my environment is for interaction window different than toast case-data. I am using same business attribute set for both case-data,but only in interaction window a queue and origin are not showed.

[alaint]

[quote author=alaint link=topic=7516.msg32287#msg32287 date=1354199967]
Unfortunately, I don't have the same reaction as your.  I think I will try again from scratch.
[/quote]

My second try gave me the same result as the first try, queue and origin always show in "case information" section.  I continu my search, maybe a IWs options... 

[Kubig]

May be version of IWS? I do not think that the issue is related to option settings - I have configured BA set only in option related to case-data(toast,interaction)