Author Topic: IWS opens a new window for e-mail from the webform  (Read 1102 times)

Offline Zolly

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IWS opens a new window for e-mail from the webform
« on: February 09, 2016, 12:21:36 AM »
Hi everyone,

Our agents use IWS for handling e-mails. In that case only, when e-mail comes from the webform of the homepage , the message appears in a separated window. Where should I start to hunt?

Offline Kubig

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Re: IWS opens a new window for e-mail from the webform
« Reply #1 on: February 09, 2016, 12:29:12 AM »
Each interaction should be in separate Windows. It is not a bug
Genesys certified professional consultant (GVP, SIP, GIR and Troubleshooting)

Offline Zolly

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Re: IWS opens a new window for e-mail from the webform
« Reply #2 on: February 09, 2016, 12:38:43 AM »
According to reporter, the other interactions don't appear in this type of floating window.

Offline Kubig

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Re: IWS opens a new window for e-mail from the webform
« Reply #3 on: February 09, 2016, 12:44:11 AM »
So,try to check options related for customizing and docking windows for separate media type.  Of course check the Debug logs of WDE/IWS.
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Offline PeteHoyle

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Re: IWS opens a new window for e-mail from the webform
« Reply #4 on: February 10, 2016, 12:38:13 AM »
Try looking at this config option:

interaction-bar.quick-access-modes.<media-type>
Added: 8.5.000.xx
Default Value: Pinned,Floating
Valid Values: Pinned,Floating.
Changes take effect: At the next interaction.
Description: Use this option as a template to specify the list of modes that are
available when interactions are displayed in "quick access" mode. The available
modes are:
◦ Pinned The interaction view occupies the full available size and is shared
with Supporting Views such as Contact and My Channels.
Floating The interaction view is contained in a floating window that is
displayed above any other kind of content and that fits to the size of the
content. This view cannot display content such as the Contact Profile or
Responses views.
◦ Pinned,Floating The agent can switch from one mode to the other by
using a dedicated control. This option is not applicable if the value of the
interaction-bar.enable-quick-access is set to false.

Offline Zolly

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Re: IWS opens a new window for e-mail from the webform
« Reply #5 on: February 15, 2016, 06:41:14 PM »
Hi Pete,

Thanks, it works as I expect.

Kind regards