Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: n3xth0p on August 15, 2013, 08:08:57 AM

Title: IWS and Case Information
Post by: n3xth0p on August 15, 2013, 08:08:57 AM

Dear sirs.
How I can display custom information in "Case Information" tab at interaction window IWS?
I added option in IWS application
"interaction.case-data.format-business-attribute" --> "Case ID"
There is simple strategy with Attach['Case ID','test'] function and then Selection target.
But it don't work.

Title: Re: IWS and Case Information
Post by: smile on August 15, 2013, 08:51:20 AM

you need to point this option at business attribute, e.g. standard "InteractionAttributes". Then using CME/GA add you "Case ID" into business attribute values list.

Title: Re: IWS and Case Information
Post by: n3xth0p on August 15, 2013, 09:18:50 AM

[b]smile[/b], I descripbe step by step, what i did
1. Created  business attribute called "Case" (type interaction operational attribute)
2. Added to the attribute value called "test"
3. Added IWS option "interaction.case-data.format-business-attribute" --> "Case"
4. Created a simple strategy script with Attach['Case','test'] function and then Selection target.
but "No information is avaliable" is in "Case Information"
what step did i miss?

Title: Re: IWS and Case Information
Post by: smile on August 15, 2013, 09:28:54 AM

=)

1. create business attr or use existing one, no matter how it named
2. put name of this attribute into value of the option interaction.case-data.format-business-attribute
3. create "Case" attribute into attribute-values of attribute in item 1.
4. enjoy 

Title: Re: IWS and Case Information
Post by: n3xth0p on August 15, 2013, 10:05:33 AM

So, maybe i wrong with a script, because  i do the same and still isn't work.
please look at screen
1. options and business attribute
[url=http://i33.fastpic.ru/big/2013/0815/f6/0fd40d0d8001ad92a9486f880eabf8f6.jpg]http://i33.fastpic.ru/big/2013/0815/f6/0fd40d0d8001ad92a9486f880eabf8f6.jpg[/url]
2. strategy script
[url=http://i33.fastpic.ru/big/2013/0815/08/611f7fb438b3fb5d6c0a25b452e3a508.jpg]http://i33.fastpic.ru/big/2013/0815/08/611f7fb438b3fb5d6c0a25b452e3a508.jpg[/url]
3. iws
[url=http://i33.fastpic.ru/big/2013/0815/8a/639d2616dc801bddcd78ffc0d70d168a.jpg]http://i33.fastpic.ru/big/2013/0815/8a/639d2616dc801bddcd78ffc0d70d168a.jpg[/url]

Title: Re: IWS and Case Information
Post by: Kubig on August 15, 2013, 10:21:36 AM

Have you configured option "interaction.case-data.content" on IWS object with value "CaseData"?

Title: Re: IWS and Case Information
Post by: n3xth0p on August 15, 2013, 10:30:38 AM

[b]Kubig[/b]
At the first screen you can see two options on IWS application are marked:
"interaction.case-data.content" with value "History,CaseData" (I tried it with value "CaseData" only too)
"interaction.case-data.format-business-attribute" with value "Case ID"

Title: Re: IWS and Case Information
Post by: Kubig on August 15, 2013, 10:38:11 AM

Are you using RBAC? If yes, check your role permission for IWS actions

Title: Re: IWS and Case Information
Post by: n3xth0p on August 15, 2013, 10:44:06 AM

No, rbac is disabled. Can it be the script?

Title: Re: IWS and Case Information
Post by: Kubig on August 15, 2013, 10:50:05 AM

You are wrong in strategy. You are filling attach data Case ID with value Case, but no BA with name Case ID does not exist. You have to create Case KVP and fill some value, than will work it

Title: Re: IWS and Case Information
Post by: smile on August 15, 2013, 11:04:46 AM

looks correct, but it's not clear from the images:
1) how you defined case id: name and display name is equal? config option value must be the same as name (not display name)
2) as Kubig said, check the exact value which is attached to call. The best way - use interaction data type and enter manually 'Case' in key field.

[quote author=n3xth0p link=topic=7949.msg34869#msg34869 date=1376561133]
So, maybe i wrong with a script, because  i do the same and still isn't work.
please look at screen
1. options and business attribute
[url=http://i33.fastpic.ru/big/2013/0815/f6/0fd40d0d8001ad92a9486f880eabf8f6.jpg]http://i33.fastpic.ru/big/2013/0815/f6/0fd40d0d8001ad92a9486f880eabf8f6.jpg[/url]
2. strategy script
[url=http://i33.fastpic.ru/big/2013/0815/08/611f7fb438b3fb5d6c0a25b452e3a508.jpg]http://i33.fastpic.ru/big/2013/0815/08/611f7fb438b3fb5d6c0a25b452e3a508.jpg[/url]
3. iws
[url=http://i33.fastpic.ru/big/2013/0815/8a/639d2616dc801bddcd78ffc0d70d168a.jpg]http://i33.fastpic.ru/big/2013/0815/8a/639d2616dc801bddcd78ffc0d70d168a.jpg[/url]
[/quote]

Title: Re: IWS and Case Information
Post by: n3xth0p on August 15, 2013, 11:31:55 AM

Is there any working example with similar functionality in documentation?

Title: Re: IWS and Case Information
Post by: smile on August 15, 2013, 11:45:37 AM

[quote author=n3xth0p link=topic=7949.msg34884#msg34884 date=1376566315]
Is there any working example with similar functionality in documentation?
[/quote]
of course, here it is: http://docs.genesyslab.com/Documentation/IW/8.1.4/Dep/HandlingInteractions#Customer_Case
look at " Displaying and Editing Case Information "

Title: Re: IWS and Case Information
Post by: smile on August 15, 2013, 12:25:20 PM

can't send more than 1 personal message per hour, so look at my screen shoots:
http://i47.fastpic.ru/big/2013/0815/ce/f2bc6bb1b02efaca4ecba4ba36f6e9ce.png
http://i33.fastpic.ru/big/2013/0815/f5/5a38693d1a92a9a737efd126832480f5.png
http://i33.fastpic.ru/big/2013/0815/e2/2584bbe6c989afdcff1d26cb5eb307e2.png
http://i48.fastpic.ru/big/2013/0815/89/884f9869dc66b7054c21b6f06e2d0089.png
hope this helps

Title: Re: IWS and Case Information
Post by: n3xth0p on August 15, 2013, 02:56:26 PM

Thank you,
all is working.

Title: Re: IWS and Case Information
Post by: n3xth0p on August 21, 2013, 06:02:00 AM

Hmm,
There is a possible to do the same for outbound calls?
it is working only for inbound.

Title: Re: IWS and Case Information
Post by: smile on August 21, 2013, 11:27:10 AM

Yes, it's possible. Check how to configure it here:
http://docs.genesyslab.com/Documentation/IW/8.1.4/Dep/HandlingInteractions#Outbound_Campaign_Interactions