Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on January 17, 2019, 01:09:26 PM

Title: Workspace
Post by: PFCCWA on January 17, 2019, 01:09:26 PM

Hello

We are using workspace 8.5.1 and trying to determine which feature is available out of the box, and what will require development.

[list]
[li]Can we configure workspace to populate a URL through a browser window or within the workspace frame window - OOB or SDK?[/li]
[li]If the above is possible can we use agent object in CME to decide which URL to populate? ie annex tab option - OOB or SDK?[/li]
[li]Does workspace have the ability to do CRM lookups - i think this will be SDK. I suppose we can use URS to do this function then have workspace populate the fields in the URL page via SDK?[/li]

[/list]

thanks

Title: Re: Workspace
Post by: szs5tim on January 17, 2019, 01:26:55 PM

Hi,

In order to open a URL in Workspace and render the web page or in the default browser requires customization.
There are out of the box CRM integrations that are support by Genesys.
You can gather the information from CRM also via URS, as you said, via web service requests.

If you do not want to automatically open the URL from Workspace as soon as the interaction is distributed to the target, then just gather the information from CRM in routing and concatenate the URL as needed and attach it to the intercation, which you retrieve as Case Information with Business Attributes and the agent can click on it.

If you want to do something else, you have to develop it yourself.

Hope this helps.