Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: saugortgarcia on March 12, 2018, 12:39:48 PM

Title: IVR and WDE
Post by: saugortgarcia on March 12, 2018, 12:39:48 PM

Hi,

We have the following scenario:
- An agent receive a call (WDE),
- then in some cases the agent have to make a confer to an IVR (GVP) to make client do some gestion (example, confirm with a PIN)
- the ivr update user data, then left the call.

What we have got so far:
- IVR conference works quite right. The IVR update userdata and WDE show new user data.

What is not working:
- As soon IVR left the confer, the attached data is reversed to previous value.


Have you done something similar?

Thanks

Title: Re: IVR and WDE
Post by: cavagnaro on March 12, 2018, 01:07:42 PM

Check what is updating those values again...can't be like magic. SIP Server will tell you that, who sent the last update command and check the logic in that point

Title: Re: IVR and WDE
Post by: hsujdik on March 12, 2018, 02:22:02 PM

check the options use-data-from, consult-user-data and merged-user-data for the T-Servers/SIP Servers involved. I believe some of those can be overriden via Strategy so you don't even need to change it as application-level