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csblex

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Interaction Properties (Business & Custom) On a Voice Interaction
« on: April 07, 2008, 09:27:58 PM »
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How do I add/populate the interactions properties (Business & Custom) on a voice interaction.  Here's what I'm after.... as an agent handles a call, I'm going to get information (reason code, comment/text body, etc) about the call.  I'd like to store this information with interaction data in the UCS interaction history.  What's the best way to do this?  Is it as easy as formatting attached data on the call/interaction?  I know there are ways to set the name for CustomString1,2,... in CME, but I missing the part on how to set these values when I mark the call as done.

Thanks,

Blex
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Offline René

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Re: Interaction Properties (Business & Custom) On a Voice Interaction
« Reply #1 on: April 08, 2008, 02:31:20 PM »
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    • Hi Blex,

    The description how to make selected Attached Data key sortable/searchable (it's Genesys terminology) is described in "Multimedia 7.x Selected Conceptual Data Model for UCS Database", chapter "Making an Attached Attribute Searchable".

    Briefly - it's necessary to create a "link" between Attached Data key and one of custom attributes in UCS interaction table using "Business Attributes" object in CME.

    Hope it helps you
    René
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    Offline AndyB

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    Re: Interaction Properties (Business & Custom) On a Voice Interaction
    « Reply #2 on: April 11, 2008, 10:53:06 AM »
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    • Hi Blex,

    If you are asking how to get the data attached to the interaction in the first place then this is done via the InteractionCustomProperties Business Attribute.  See “Custom Data” in the “Genesys 7.5 Deployment Guide” (pg. 111).

    I used this feature to capture multiple outcomes codes on interactions (voice and email) and store these against the interaction in UCS DB.  It is not ideal to report against UCS so I have a nightly SP that extracts the outcome codes and writes these to a separate table against which we run reports.  If you want some further info on this let me know.

    AndyB
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