Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: zubr83 on June 18, 2008, 08:55:50 AM

Title: Attached Data for Outbound Call
Post by: zubr83 on June 18, 2008, 08:55:50 AM

Hi all!

I have an outbound campaign named "Campaign" and I have an "Additional Information" tab in GAD, which is also used for inbound strategies and works with Attached data from inbound strategy. Attached data is ANI of the customer which calls to my call center.

The question is how to attach data on outbound campaign from "contact_info" field of the calling list to, maybe, some variable for attaching data to "Additional Information" tab?

Sorry for my english.

Title: Re: Attached Data for Outbound Call
Post by: René on June 18, 2008, 01:00:05 PM

Hi,

It's possible to say OCS to include selected fields in Attached Data. To do so some configuration is needed ;)

- create new section called "OCServer" or "default" on Annex tab of particular field object
- add key "send_attribute" to this section
- value of the key "send_attribute" is name of key in Attached Data

Hope it helps you
René

Title: Re: Attached Data for Outbound Call
Post by: persmen on June 18, 2008, 01:12:51 PM

Hi,

7.1+ you must use Annex tab for this option.
Basically in field definition properties box
  1. Click Annex tab
  2. Create new section named "[color=teal][b]default[/b][/color]"
  3. dblclick to default section
  4. Create new option named "[color=teal][b]send_attribute[/b][/color]" and set value to field name
  5. send_atribute data value is the attach data key and field content is attach data value.

Title: Re: Attached Data for Outbound Call
Post by: zubr83 on June 18, 2008, 01:47:50 PM

[b]René[/b], [b]persmen[/b], thanks for your help, I fixed my problem

But I have another bug...

My customers have telephone numbers in format: XXXxxxxxxx, where XXX - is the city code, and xxxxxxx - is seven digits of telephone number.
My "Additional information" tab recognizing customer only on ten digits, with city code and telephone number.
To make outbound calls I must use only seven digits, because I have not route to intertown communication and I will make outbound calls only for customers in one city.
So, if I use seven digits of customer telephone number in "Calling lists" (field "contact_info"), then "Additional Information" tab don`t recognize customer.

How I can attach additional three fixed digits (city code) to contact_info thus that my GAD dials an seven digits while my "Additional Information" will resieve in attached data ten digits and can recognize my customer?

Title: Re: Attached Data for Outbound Call
Post by: cavagnaro on June 18, 2008, 03:04:31 PM

You may need to add an additional userfield with the complete number and then use that one as your SQL query parameter.

Title: Re: Attached Data for Outbound Call
Post by: René on June 18, 2008, 07:47:08 PM

There are two ways how to "fix" your issue

1. Configure your switch to accept prefix even for local calls so you can insert full number (10 digits) into "contact_info" field

2. Define new field and new format for calling list in Genesys configuration. Add the option "send_attribute" to newly added field. Use the new format for your calling list/campaign.

R.

Title: Re: Attached Data for Outbound Call
Post by: zubr83 on June 19, 2008, 08:43:01 AM

[b]cavagnaro[/b], [b]René[/b], thanks for help

I configure my Mediant2000 to cut first tree digits of full customer number and now all works fine.