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91
Genesys CTI Technical Discussion / WDE and Citrix
« Last post by efrainclg95 on July 09, 2022, 01:48:58 PM »
Dear experts;

I wanted to ask for your opinion or advice regarding Citrix virtual desktops, it happens that we have problems since 30% of agents in a contact center have problems with WDE, the audio stops misconfiguring windows, the advisors do not listen well or not They manage to be heard by customers.

Is there a patch or configuration by chance for such a case, did it ever happen to them???

I stay tuned, thanks
92
Genesys CTI Technical Discussion / Re: Query Attributes in WDE
« Last post by efrainclg95 on July 09, 2022, 01:45:28 PM »
Thanks for the scope Cavagnaro, I was able to solve the problem I had, thank you very much
93
Genesys CTI Technical Discussion / Re: See automatic Not Ready in WDE
« Last post by hsujdik on July 07, 2022, 08:56:30 PM »
Hello.

This is done per-media in WDE application configuration options, on interaction-workspace section.

Example, for voice:
interaction-workspace\login.voice.is-auto-ready = false


Option description:
Quote
Section: interaction-workspace
Default Value: false
Valid Values: true,false
Changes Take Effect: When the application is started or restarted


Specifies whether the voice channels are in the Ready state at login.

All the options are named as login.<media-name>.is-auto-ready

Refer to those links:
https://docs.genesys.com/Documentation/IW/latest/Dep/LoginOptions
https://docs.genesys.com/Documentation/IW/latest/Dep/AgentLoginAndAuthentication#scrollNav-5
94
Genesys CTI Technical Discussion / See automatic Not Ready in WDE
« Last post by rocio2020 on July 07, 2022, 07:59:23 AM »
Dear experts;

I hope you are well, I wanted to ask for your support please, how could I configure a WDE so that when an agent registers it starts in Not Ready state and not in Ready.

Please help me, I remain attentive.

Thank you
95
Hi Kevin,

I believe you can create a user data in the dnis workflow (thisdn) for input in the vxml.
I recommend, based on the business rule of your flow, to perform the deleteudata if the interaction returns to the beginning of the flow with another DNIS.
This is a suggestion. I already had this scenario where I could solve just this way.


Att,
96
Genesys CTI Technical Discussion / Re: Query Attributes in WDE
« Last post by cavagnaro on June 25, 2022, 08:24:04 AM »
https://docs.genesys.com/Documentation/IW/latest/Dep/CaseData

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97
Genesys CTI Technical Discussion / Re: Query Attributes in WDE
« Last post by efrainclg95 on June 25, 2022, 05:43:46 AM »
Hello Mr. Cavagnaro,

Thank you for your response, indeed the debt amount attribute is part of the Business Attributes, I removed the mandatory option but the debt amount field is no longer shown in the WDE, I don't know what could be happening, the configuration options of the debt attribute are :

- display-type = enum
- enum.business-attribute = Customdebt
- read-only = false

I have tried re-registering the agent in the WDE to see if it accepts the changes, I only managed to hide the debt amount field but it is still mandatory

I appreciate your kind support.
98
Genesys CTI Technical Discussion / Re: Query Attributes in WDE
« Last post by cavagnaro on June 24, 2022, 08:51:31 PM »
Debt is not part of Genesys default attributes, meaning that someone added it intentionally.
Go to business attributes in GA or GAX and edit the custom attribute to make it non mandatory. But ask why it was set that way first


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99
Genesys CTI Technical Discussion / Query Attributes in WDE
« Last post by efrainclg95 on June 24, 2022, 07:42:32 AM »
Dear expert friends, I hope you are well first of all, I wanted to consult a topic:

we have configured a WDE with attributes where the agent manually enters customer data such as: Customer name, telephone number and debt amount, currently these fields are mandatory (they have a small red asterisk), there is a way to make certain attributes not be mandatory?, that is, the debt amount must be optional for the agent to register or leave it empty, at the same time it must allow closing the interaction in the WDE, currently if the data is not completed the interaction cannot be closed in the WDE .

I await your kind suggestion.

Thank you
100
No package. As said. It is a functional sample. Shows the minimum audios you need to record. You need to adjust functions like currency according to your country and currency name, format, etc.
Genesys, as said, doesn't provide this.


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