Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: PFCCWA on July 04, 2013, 08:36:47 AM

Title: GAD Drop Down List for Transfers
Post by: PFCCWA on July 04, 2013, 08:36:47 AM

Hello,

We are using GAD 7.6.4 however customer has requested a drop down list in Reason for Transfer.
Is this possible?
Currently this is free text field so agent can type anything they want.

Within SIP logs I can see the reason :
[i]AttributeUserData [179] 00 04 00 00..
'GCS_TransferringAgentName' 'agent1'
'GCS_TransferringEmployeeId' 'agent1'
'GCS_TransferringReason' 'Customer Wanted to make New Application'
'GCS_TransferringNotepad' ''
AttributeReason [2] 00 00..[/i]

I think we can report on this by using filter and applying to statistic in statserver/ccpulse however we use CCA 7.2/CCPulse 8 so believe this will be difficult to achieve - espeically if agents type different wording every time?

thanks.

Title: Re: GAD Drop Down List for Transfers
Post by: Timur Karimov on July 04, 2013, 10:42:59 AM

Hi there!

I don't think whats you can change the standard field. But of course you can create new one with standard custom methods.

WBR