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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on July 02, 2021, 11:01:41 AM

Title: WDE Case Data by skill or other unique object
Post by: PFCCWA on July 02, 2021, 11:01:41 AM

hello,

i have been trying to find the function in IRD routing strategy where i can attach an application option to specific calls.  this is where i can override global settings/options.
in my case we want to display specific WDE case data by skill or something which we can apply unique fields by agents.
At the moment we have set up case data business attributes and specified this in the WDE application caseData options which will populate the same fields for all users.
so what i want to do (if i can) is to use the strategy to use a different business attribute for certain calls.
there might be another method (annex tab in a skill or agent group object?).

thanks

Title: Re: WDE Case Data by skill or other unique object
Post by: hsujdik on July 02, 2021, 12:46:32 PM

First, you configure the option interaction.override-option-key on WDE application. Its value will be the name of an Attached Data that you will later put on your strategy;
Second, you create a Transaction/List where the annex would contain interaction-workspace\interaction.case-data.format-business-attribute = Your Custom Case Data Name different from the default of WDE;
And finally, on your strategy, you update a UserData/AttachedData with the name you put on the option "interaction.override-option-key" and its value is the name of the Transaction/List created on step 2.

Refer to https://docs.genesys.com/Documentation/IW/latest/Dep/OverridingInteractionWorkspaceOptions