Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on February 10, 2014, 04:27:00 PM

Title: IWS edit phone on Preview interaction
Post by: cavagnaro on February 10, 2014, 04:27:00 PM

Hi guys,
Using IWS here.
Campaign running on Predictive.
Agent does a personal callback.
IWS shows the Preview popup but can't edit the contact info to add the public network access code manually as the CL don't have the prefix on it due a business need.

Anybody know how to enable the edit phone option? On GAD was possible...

Thanks

Title: Re: IWS edit phone on Preview interaction
Post by: Kubig on February 10, 2014, 05:46:56 PM

It is only for campaign in predictive mode or it is global? If it is global, try to check IWS roles configuration for specific agent - if he has enabled "Edit Contact Information" role.

Title: Re: IWS edit phone on Preview interaction
Post by: cavagnaro on February 10, 2014, 10:00:22 PM

Campaign is on Predictive or Progressive.  But Personal callbacks are shown as Preview interactions only.
Already checked that. Genesys seems to confirm it is a missing feature that was available on GAD... :/

Title: Re: IWS edit phone on Preview interaction
Post by: Timur Karimov on February 11, 2014, 07:34:57 AM

[quote author=cavagnaro link=topic=8209.msg36160#msg36160 date=1392069622]
Genesys seems to confirm it is a missing feature that was available on GAD... :/
[/quote]
Yeap. And only one way that we already use - give agent right to edit the attached data and make custom "Click-to-Dial" button.
WBR Tim