Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on May 18, 2015, 09:45:28 AM
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Hi,
Anyone knows if it's possible to search through the entire contact center email history? I mean at the moment you have to select the contact first and then you are able to search in his history but you cannot do the before selecting the contact.
I have created a BA where I put a unique ticket ID for each new inbound email and I would like to search all contact center for that ID and find the contact not the other way around.
Regards,
Mihai
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Contact identification is your answer. Check it and see how to modify the UCS behavior via Business Attributes.
Already discussed here and we'll documented on documentation.
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I'm sorry cav but that's very vague..
I just mentioned I don't want to identify the contact. I'm not sure we are on the same frequency :)
I want to have the possibility to search in Workspace for all emails from all contacts. For example if I search for a specific word I want Workspace to display all emails containing that word in the subject no matter to which contact they are related.
It's like searching through history without selecting a contact first.
Mihai
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Within "out-of-box" IWS there is no choice for this. You can achieve it within WDE (IWS 8.5) where the "Interaction Search" part is available by default.
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Oh I see, my bad ;)
You want to search on Interactions and not Contacts.
http://docs.genesys.com/Documentation/IW/8.5.1/Help/Interaction_Search
http://docs.genesys.com/Documentation/IW/8.5.1/User/InteractionSearch
And you can add that ID as a custom field, which you have to save and store on DB too. That is shown on adding custom fields on Interactions.
Hope that helps
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Exactly what I needed.. Thanks alot!