Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: New... on May 10, 2010, 03:56:31 AM

Title: Email Standard Response
Post by: New... on May 10, 2010, 03:56:31 AM

Is it possible to fetch data from UCS database and insert that in the standard responses?

Title: Re: Email Standard Response
Post by: René on May 10, 2010, 09:12:11 AM

Hi,

Answer is yes and no depending what data you'd like to get. If you're after data related to interaction, contact or agent you can get these using so called Field Codes (see Multimedia 7.6 Reference Manual for the list). There is no official way to get other data.

However, you can retrieve required any data from UCS database in routing strategy using DB query and pass these to standard response using User Data. Of course, it is possible to get only non-binary data this way.

R.

Title: Re: Email Standard Response
Post by: New... on May 10, 2010, 09:24:55 AM

Thanks Rene... We are already using field codes and we wanted to send data other than the field codes... As you have mentioned, will try with routing strategy. Thanks!!!