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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: pilotrus on February 16, 2021, 12:04:42 PM

Title: URS and attaching data via WDE
Post by: pilotrus on February 16, 2021, 12:04:42 PM

Hello everyone!

Please tell me where to look for a solution to the next problem.
We have a Business data (Business result) that is changed by an agent in WDE when a call is received through an incoming strategy. The agent sets the value, after which the strategy must perform the action based on this value (if). But SIP Server does not transmit the change with the "EventAttachedDataChanged" message to the URS? when it recieve "RequestUpdateUserData" from WDE. As a result, URS does not see new value of Busness Result. If the value is changed inside the strategy with Update or Attach, then everything works fine.
:-\

Title: Re: URS and attaching data via WDE
Post by: gen_rtfm on February 16, 2021, 04:27:09 PM

When the interaction has been received by agent URS has no longer an involvement. If you need further strategy execution once you've sent the interaction to an agent this agent needs to send the interaction to a routepoint in order for further processing to take place.

This could be a transfer for instance...

When the strategy loaded on RP receiving the transfer it will have access to the updated userdata, any keys attached/updated/deleted by the agent application.

Br

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Title: Re: URS and attaching data via WDE
Post by: pilotrus on February 17, 2021, 04:32:26 AM

Wait a minute. If, after the target selection, I add the Update function with another user Business Data object, then it will be successfully transferred with "RequestUpdateUserData" to the SIP server and from there to other clients (WDE, Statserver and others).  ???
In this case SIP server send "EventCallDataChanged" to ICON and back to URS, but with "Business result" no chages send to URS.
P.S. The target selection is followed by Delay ['20000'].

Title: Re: URS and attaching data via WDE
Post by: terry on February 17, 2021, 05:08:17 AM

URS can get events about attached data changed (as well as other events) only if it registered at DN where call is located. By default URS doesn't register on agents DN and whatever happen on these DNs is "invisible" to URS.
Either call need to be moved on DN that URS see (RPs) or URS need to be configured to register on Agent's DN.

Title: Re: URS and attaching data via WDE
Post by: gen_rtfm on February 17, 2021, 05:25:00 AM

[quote author=terry link=topic=11959.msg53764#msg53764 date=1613538497]
URS can get events about attached data changed (as well as other events) only if it registered at DN where call is located. By default URS doesn't register on agents DN and whatever happen on these DNs is "invisible" to URS.
Either call need to be moved on DN that URS see (RPs) or URS need to be configured to register on Agent's DN.
[/quote]And in order for URS to register on agent DN you could have a separate strategy loaded by configuring 'event_arrive' in agent DN annex, right?

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Title: Re: URS and attaching data via WDE
Post by: pilotrus on February 17, 2021, 01:25:47 PM

Hmm. Thank you so much! Now there is something to think about ...

Here is link to similar case:
http://www.sggu.com/smf/index.php/topic,3800.15.html

Title: Re: URS and attaching data via WDE
Post by: cavagnaro on February 17, 2021, 04:18:22 PM

Be aware of licenses...

Title: Re: URS and attaching data via WDE
Post by: gen_rtfm on February 18, 2021, 06:43:19 PM

[quote author=cavagnaro link=topic=11959.msg53767#msg53767 date=1613578702]
Be aware of licenses...
[/quote][emoji51]

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