Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vjicecool on June 21, 2017, 04:30:16 PM

Title: [Solved ]IWS drop down list
Post by: vjicecool on June 21, 2017, 04:30:16 PM

Hi Folks,

we use Genesys IWS as a softphone application for taking inbound and making outbound calls.
There is a search option in IWS ( top left) where i can search for previous dialed numbers, also i can search using text Like "Service" or "supervisor"

now where do i find this list?

I searched in the options tab of IWS app and cannot find the list.

One of the search item "service" which is text based has a Route point assigned to it and agents when click on it, call will land on the route point. We have changed the route point configuration and are using a different route point. Now we would like to change the configuration so that when agents chose "service" the call should land on the new route point.

Title: Re: IWS drop down list
Post by: cavagnaro on June 21, 2017, 05:20:29 PM

Those are the Alias for those objects (RP) or persons names. You can create a custom list too, check documentation on how to, basically is adding the list at the IWS options.
Don't have the info at hand but is well described at Genesys doc site

Enviado de meu E6633 usando Tapatalk

Title: Re: IWS drop down list
Post by: vjicecool on June 21, 2017, 05:35:50 PM

Thank you very much for the response

I checked through Soft phone search option and i was able to find the new Route points.