Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Kevin on January 01, 1970, 12:00:00 AM
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I'm being a little dense here hopefully someone can assist...
Can someone provide an example or two of how to use the new List object in V7? I've looked at the example in IRD and, while it makes sense, I'm having trouble thinking "outside the documentation"...
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Kevin,
We use list objects to dynamically attach data. For example, one list object keys off of the RP that the call is on and the values inside the keys are the lines of business. We then take the lines of business and pass that to the IVR so the IVR knows the appropriate messaging to play. We also use list objects to determine which RPs to route to based on line of business and call class (Svc / Sales). List objects in our environment are also used to dynamically assign AGs and VQ using variables. This allows us to have a single "Svc" strategy across all lines of business instead of unique startegies on each LOB. Same thing for sales. Another use of the list object allowed us to prevent "incorrect" transfers. Should an agent transfer a LOB1 customer to the LOB2 RP, the strategy confirms the LOB attached to the call matches the RP and if not, URS will actually transfer the call to the correct LOB RP for messaging in the IVR.
This one object has simplified our strategies and our support of them immensely. If you need specifics, drop me a mail.
Good Luck!
Mike