Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: dtorres265 on March 25, 2014, 12:50:21 AM

Title: ird email parent id
Post by: dtorres265 on March 25, 2014, 12:50:21 AM

Hello,
I would like to know if it's possible to get via IRD the parent id or any other attribute of a response of an email previously handled,  the idea is to  tight the history of the thread of this email to our agent application.

thanks.

Title: Re: ird email parent id
Post by: cavagnaro on March 25, 2014, 01:47:52 AM

That is automatically done by URS/IXN/UCS. In that way agent can see on GAD/IWS the customer history and follow up the current communication

Title: Re: ird email parent id
Post by: Grand_Master on March 25, 2014, 03:37:37 AM

You can also do a UCS query if you want to return the interaction to the same agent that handled it previously.  Not quite sure exactly what your question is.

Title: Re: ird email parent id
Post by: dtorres265 on March 25, 2014, 07:01:48 PM

could you please give me some examples on how to query from ird the UCS and compare for example the parent ID?

Title: Re: ird email parent id
Post by: Iphoneuser on March 25, 2014, 07:21:57 PM

i think you can use dbtool to query ucs db

Title: Re: ird email parent id
Post by: ledge on April 08, 2014, 10:57:18 PM

[quote author=dtorres265 link=topic=8268.msg36443#msg36443 date=1395774108]
could you please give me some examples on how to query from ird the UCS and compare for example the parent ID?
[/quote]

The easiest way to query the UCS database directly is via a stored procedure. That way you don't have to bother with field, formats and table access objects.

You can call stored procedures via the Database Wizard object in IRD.