Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Noufal on February 15, 2018, 09:56:57 AM

Title: Workspace Should show Queue name
Post by: Noufal on February 15, 2018, 09:56:57 AM

Dear Experts,

I required a support on that , now  when the call comes i can see Queue name but it shows Routepoint on all call instead to show Queue name.

how can i configure this to show queue name (virtual queue)

Title: Re: Workspace Should show Queue name
Post by: cavagnaro on February 15, 2018, 11:47:51 AM

Well configure the WDE to monitor the VQ and not the RP...check your WDE options

Title: Re: Workspace Should show Queue name
Post by: Noufal on February 15, 2018, 11:56:04 AM

yes , i can't find any options on WDE

Title: Re: Workspace Should show Queue name
Post by: cavagnaro on February 15, 2018, 11:57:38 AM

You don't indicate where that name appears, so options are many.
At least post a screenshot or describe in which section.
I'd export WDE options to text and search for that RP name or just create a new section.
Read documentation on WDE pls

Title: Re: Workspace Should show Queue name
Post by: Noufal on February 15, 2018, 12:08:00 PM

hi,

Kindly find screenshot what i exactly looking support .
https://drive.google.com/open?id=1Cas6JeBr5Ws5rKibthhXJj2AaSO0RqAU
Regards

Title: Re: Workspace Should show Queue name
Post by: cavagnaro on February 15, 2018, 12:18:47 PM

That is Case information...so check on WDE options about Case. It is an attach data, which for VQ doesn't exist by default.
At your routing strategy you need to attach the VQ name and then create it in the Business Attributes for Case Data so WDE shows it

Title: Re: Workspace Should show Queue name
Post by: Noufal on February 15, 2018, 12:45:42 PM

Could you please help on configuration steps

Title: Re: Workspace Should show Queue name
Post by: Kubig on February 15, 2018, 01:13:17 PM

It by default contains two parts : History and CaseData. From provided screenshot I suppose you are not using CaseData at all, just the History, which by default contains the Origin, Queue and Language. If I recall well, for voice interactions the queue is equal to current routing point from which call has came.

Title: Re: Workspace Should show Queue name
Post by: Noufal on February 15, 2018, 01:15:19 PM

so what would be the best practice to have