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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Gabi on March 30, 2023, 06:09:26 PM

Title: WWE - Action button not available for chat transfer destinations
Post by: Gabi on March 30, 2023, 06:09:26 PM

Hello. I am tasked with configuring a Virtual Agent Group, which should allow agent-to-agent transfers.

I have managed to enable the transfer button, which shows a list of agents, and I can type an agen't username and the list is filtered accordingly. However, that is as far as I can go. I can see the names of the matching agents, but the action button to the left of the name is missing, so I cannot start the transfer.

Does anyone know what the problem may be?

Title: Re: WWE - Action button not available for chat transfer destinations
Post by: hsujdik on March 30, 2023, 06:34:09 PM

Hello

How are those options configured on your WWE application?
intercommunication.voice.routing-based-targets
intercommunication.voice.routing-points
intercommunication.voice.single-step-transfer-enabled

When you use the list of agents, you must have a routing point specific for this transfer set up on intercommunication.voice.routing-points. It must have a strategy loaded (either by URS or ORS) that will take the values of the Attach Dataas "IW_RoutingBasedTargetId" and "IW_RoutingBasedTargetType" to know where to deliver the call.

Title: Re: WWE - Action button not available for chat transfer destinations
Post by: Gabi on April 01, 2023, 12:56:16 PM

This is for chat, not for voice. Are routing points required for chat interactions?

Note that I only need agent-to-agent chat transfers, so I want to be able to initiate a transfer when I select an agent from the list of possible targets.

Title: Re: WWE - Action button not available for chat transfer destinations
Post by: hsujdik on April 01, 2023, 04:39:49 PM

For chat, it is similar. Instead of Routing Point, you specify an Interaction Queue on intercommunication.chat.queue

Refer to this link: https://docs.genesys.com/Documentation/HTCC/8.5.2/IWWDep/Intercommunication

And also the section "Enabling multimedia interaction transfer" on this link: https://docs.genesys.com/Documentation/HTCC/latest/IWWDep/EnablingComms

Title: Re: WWE - Action button not available for chat transfer destinations
Post by: Gabi on April 14, 2023, 04:00:03 PM

Sorry for the late reply, I took a vacation.

The [b]intercommunication.chat.queue[/b] option was missing. Thank you, hsujdik!