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Yes, I started this thread knowing that it likely required development - that's what we've had to do already for another KVP.  But I was hoping that somebody may have come across another, potentially undocumented, solution to doing this.

Thanks all for confirming.
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Genesys CTI Technical Discussion / Re: WDE CaseData window for Outbound (not OCS) call
« Last post by RobertH on January 19, 2018, 10:49:32 PM »
Cavagnaro is right, no default values can be applied for business attributes. There are just some options related to sorting of values documented. But it may be nice feature. I would make sense to think about the customization now. trying to extent interaction.InteractionData list with values to be displayed. 
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No, and they wouldn't be pulled as they are only called at EventRinging on WDE.
You say they are used for many things, so are those values always exactly the same when doing manual calls? If so, I'd put them as default values on the DB so when an insert is done then you have the values there. If not, customization is the only way as you may have to create rules on which values must be choosen.
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Genesys CTI Technical Discussion / Re: WDE CaseData window for Outbound (not OCS) call
« Last post by RobertH on January 19, 2018, 05:36:13 PM »
I was thinking, whether it is not possible to set default values in business attributes. So it gets always displayed/filled in. I can try it today.. Other possible way can be doing it with customization. Stop in make call command chain and inject attached data based on call type.

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Genesys CTI Technical Discussion / Re: WDE CaseData window for Outbound (not OCS) call
« Last post by vmc on January 19, 2018, 11:53:42 AM »
They're used by a few things, third party recorder (Qfiniti), GI2.  But without the agent manually adding each CaseData item, they end up NULL or don't exist on the other end.

The only other alternative I could think of was forcing all outbound calls through a routing strategy first by way of a dial-plan.

Each Business Attribute CaseData has a "default" box to check (in CME).  What effect does that actually have?  From what I can tell, nothing in my scenario testing.
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But as you say, how WDE could know those values? Reading a WebService? A database? If they are always the same you can make them default in whatever app gets them. What are they used for?

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Genesys CTI Technical Discussion / Re: WDE CaseData window for Outbound (not OCS) call
« Last post by vmc on January 19, 2018, 06:32:55 AM »
They need to manually add CustomerSegment, ServiceType, ServiceSubType and a few custom KVPs.
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Genesys CTI Technical Discussion / Re: WDE CaseData window for Outbound (not OCS) call
« Last post by vmc on January 19, 2018, 06:31:52 AM »
It's a business requirement to have the default Case Data displayed there so the agent doesn't have to click the
  • to add other CaseData items manually - which they could end up forgetting to do.
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I found a solution by myself.  It was not about Genesys Email Server, but about Interaction Workspace (IW).
'sender' of 'No valid sender found' means a From address of an email message.  The error occurred because the From address field was blank when it was sent out.
The way to set a From address on IW isn't simple because you cannot just type one in.  What you need is to have IW gather email addresses for the From field.  Here is how:
1. Change the value of email.from-addresses option of IW as follows:
  $EMAILSERVER$ -> EmailAccounts
2. Set proper email addresses for the 'E-mail Accounts' business attributes using Configuration Manager or Genesys Administrator.  For example, support@example.com for the 'Customer support' business attribute instead of customer_support.

Regarding #1 above, the IW deployment guide says that you don't have to do the change, but I had to.  The description may be wrong or I may need to set up other options correctly.


WDE gets this value and will get later from ESJ, so be sure ESJ has a connection to WDE too and that the SMTP and POP options are correctly configured
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thanks SmileySuzuki! it was useful!
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