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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: deadmeat on May 16, 2019, 08:02:43 AM

Title: HighLight certain numbers in WDE
Post by: deadmeat on May 16, 2019, 08:02:43 AM

Hello friends. Searched docs and forum but haven't find an answer. Is there possibility in WDE to highlight certain numbers on incoming voice call ? Highlight or alert someway or maybe change theme of WDE or anythihing to draw CSRs attention ?

Title: Re: HighLight certain numbers in WDE
Post by: vmc on May 16, 2019, 08:12:29 AM

If you want something out of the box you could just do something with CaseData.  Not sure if that's a visible enough thing for you though.

Title: Re: HighLight certain numbers in WDE
Post by: deadmeat on May 16, 2019, 08:30:13 AM

Thank you for you reply. Yes I was searching something out of the box. because never had developed for WDE. But as I understand casedata is ot the thing I was looking for. CaseData is not showing additional alerts if I am correct, I can only change the color of attached data.

Title: Re: HighLight certain numbers in WDE
Post by: cavagnaro on May 16, 2019, 11:46:12 AM

You can change the color of the interaction header. Customer uses that so he knows when a customer was identified or not easily. It is updated via strategy override options.


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