Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Ben on July 03, 2012, 04:47:24 PM

Title: Writing a series of data to ICON 8/Infomart 8
Post by: Ben on July 03, 2012, 04:47:24 PM

We are using the Aria CIMplicity desktop.  It has provides a data capture field on the desktop where you can select multiple values.  The values are then stored to a KVP as a series deliminted by a number.  See below.

Key: CustomData1
Value:
0-ValueA
1-ValueB
2-ValueC

ICON  ignores the values in this format.  Has anyone worked with a KVP like this in ICON and Infomart 8?

Title: Re: Writing a series of data to ICON 8/Infomart 8
Post by: René on July 04, 2012, 10:56:01 AM

Hi Ben,

Could you please be more specific about 'ICON ignores the values'? Do you mean that value is not stored in ICON DB?

Could you please post here T-Server log to see how the CustomData1 key looks like?

R.

Title: Re: Writing a series of data to ICON 8/Infomart 8
Post by: Ben on April 18, 2013, 05:38:35 PM

I found in the ICON documentation that ICON ignores KVPList.  So I solved this from the desktop.  We use Aria's CIMplicity Desktop.  I created an interaction task that concatinates the KVP list into a string, searches for a value in the string and then writes a "1" or "0" to a KVP which ICON is looking for.  The interaction task fires when the agent "Marks Done".    In this case the agent was indicating what products were sold on the call. In the example below I was looking for a mortgage referral. 

Key:  GSW_Mortgage_Referral

Value: 

[b]iif(contains
(concat(interaction.AttachedData.prodsold1,'|'), 'mortgage_referral')='True',1,0)[/b]

You can add multiple instances of these if the agent needs to indicate they did more than one mortgage referral.  We did three mult-select boxes.  Product 1, 2 and 3.

The interaction task then looks like this:


[b]iif(contains
(concat(interaction.AttachedData.prodsold1,'|'), 'mortgage_referral')='True',1,0)
+
iif(contains
(concat(interaction.AttachedData.prodsold2,'|'), 'mortgage_referral')='True',1,0)
+
iif(contains
(concat(interaction.AttachedData.prodsold3,'|'), 'mortgage_referral')='True',1,0)[/b]

CIMplicity is the only desktop I've used so I don't if/how this solution could be used with other desktops.

Title: Re: Writing a series of data to ICON 8/Infomart 8
Post by: Kubig on April 19, 2013, 04:40:28 AM

I do not know CIMplicity desktop application personally, but it is necessary to respect interface "agreement" for working with KVP/UserData. For following integration of these KVPs to ICOM, you've to configure ICOM to collect these KVP in UserData configuration file.