Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: gzooby on March 31, 2015, 01:39:09 PM

Title: Chat Conference hide prior conversation
Post by: gzooby on March 31, 2015, 01:39:09 PM

Hi Everyone,

I have the following issue:

When a client starts a chat interaction with an agent, and then the agent starts a conference with other agent, this second agent can see all the conversation the first agent and the client were having.
Is there a possibility to avoid this? So the second agent when he reaches the conference doesn´t see the whole conversation, only see conversation starting with his arrival?

Regards!

Z

Title: Re: Chat Conference hide prior conversation
Post by: Kubig on March 31, 2015, 01:45:52 PM

Why the agent made a conference and not consultation? It is logical that during conference all participants will see the same. It is same as for voice interaction.

Title: Re: Chat Conference hide prior conversation
Post by: gzooby on March 31, 2015, 02:04:33 PM

But is the same in voice...when you enter a conference, you don´t know what things the other had talk before you enter, here is the same concept, when the second agent enters the conference, our client wants to know if this possiblity of hiding prior conversation exists...

Thank you for your response Kubig.

Z

Title: Re: Chat Conference hide prior conversation
Post by: cavagnaro on March 31, 2015, 03:39:30 PM

Maybe use IM instead of chat?

Title: Re: Chat Conference hide prior conversation
Post by: gzooby on April 07, 2015, 01:23:28 PM

I will investigate that possibility. I haven´t worked with that before.
Thank you for your response!

Regards

Z