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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gen_den on April 15, 2021, 04:52:05 AM

Title: Query Related to Email DB
Post by: gen_den on April 15, 2021, 04:52:05 AM

Hi Experts,

We have Email solution used by one of the market.
Now we are on-boarding another market on same infra for email solution and have same UCS DB.

I am wondering how to segregate the customer data for both markets? So that each market see only there market contacts and emails while doing interaction search.

Any idea how can it be achieved?  Anything on GA permission which we can do ?

Title: Re: Query Related to Email DB
Post by: Kubig on April 15, 2021, 05:56:30 AM

I think you need to install separate UCS instance for such purposes

Title: Re: Query Related to Email DB
Post by: René on April 15, 2021, 02:32:52 PM

Hi,

UCS itself doesn't support such functionality but Workspace Desktop does:
- Restricting Contact Management access ([url=https://docs.genesys.com/Documentation/IW/latest/Dep/ManagingContacts]https://docs.genesys.com/Documentation/IW/latest/Dep/ManagingContacts[/url])
- Restricting Contact History access ([url=https://docs.genesys.com/Documentation/IW/latest/Dep/ContactHistory]https://docs.genesys.com/Documentation/IW/latest/Dep/ContactHistory[/url])

R.

Title: Re: Query Related to Email DB
Post by: gen_den on April 15, 2021, 05:01:11 PM

Thank you for the response.
I will check the provided links.

Title: Re: Query Related to Email DB
Post by: gen_den on May 15, 2021, 07:34:44 AM

Hello guys,

Just FYI i was able to segregate the emails for 2 markets. Below is from Genesys document which helped.


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Restricting Interaction History views and Search by permissions
Workspace automatically restricts the results that are displayed in the interaction list in the following interface views:

Contact History
My History
Global Interaction Search
The [b]contact.history.filters-[/b] option modifies the search logic and presentation whenever the Agent accesses or searches an interaction list.

To provision restricted access to the interaction lists, in the interaction-workspace section of the Application, Tenant, Agent Group, or Agent for whom you want to configure permissions, create one or more options like the following option examples:

contact.history.filters- where =AttributeValue1,AttributeValue2
The custom attributes used in the interaction history search must be defined as a Business Attribute Value of the Interaction Attributes Business Attribute in the Configuration Layer. In the Annex of the Business Attribute Value, the is-searchable option in the settings section must be set to true and the value of the is-sortable option should also be set to true when you enable this feature.

Example
The following interaction custom attribute is attached to interactions stored in UCS: DepartmentID

You want to restrict members of the Agent Group ABC so that they can see the Contact History only through filters that give them access to interactions related to the Sales or Support departments.

Configure the following interaction-workspace section options in the Annex of the ABC Agent Group:

contact.history.filters-DepartmentID=Sales,Support
The Sales attribute is displayed as an option in the Filter menu and as an attribute in the ContactHistory view list or grid. Agents can alternatively access the Sales or the Support interactions, but cannot see any other interactions.

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