Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Zolly on February 08, 2016, 03:21:36 PM

Title: IWS opens a new window for e-mail from the webform
Post by: Zolly on February 08, 2016, 03:21:36 PM

Hi everyone,

Our agents use IWS for handling e-mails. In that case only, when e-mail comes from the webform of the homepage , the message appears in a separated window. Where should I start to hunt?

Title: Re: IWS opens a new window for e-mail from the webform
Post by: Kubig on February 08, 2016, 03:29:12 PM

Each interaction should be in separate Windows. It is not a bug

Title: Re: IWS opens a new window for e-mail from the webform
Post by: Zolly on February 08, 2016, 03:38:43 PM

According to reporter, the other interactions don't appear in this type of floating window.

Title: Re: IWS opens a new window for e-mail from the webform
Post by: Kubig on February 08, 2016, 03:44:11 PM

So,try to check options related for customizing and docking windows for separate media type.  Of course check the Debug logs of WDE/IWS.

Title: Re: IWS opens a new window for e-mail from the webform
Post by: PeteHoyle on February 09, 2016, 03:38:13 PM

Try looking at this config option:

interaction-bar.quick-access-modes.<media-type>
Added: 8.5.000.xx
• Default Value: Pinned,Floating
• Valid Values: Pinned,Floating.
• Changes take effect: At the next interaction.
• Description: Use this option as a template to specify the list of modes that are
available when interactions are displayed in "quick access" mode. The available
modes are:
◦ Pinned — The interaction view occupies the full available size and is shared
with Supporting Views such as Contact and My Channels.
Floating — The interaction view is contained in a floating window that is
displayed above any other kind of content and that fits to the size of the
content. This view cannot display content such as the Contact Profile or
Responses views.
◦ Pinned,Floating — The agent can switch from one mode to the other by
using a dedicated control. This option is not applicable if the value of the
interaction-bar.enable-quick-access is set to false.

Title: Re: IWS opens a new window for e-mail from the webform
Post by: Zolly on February 15, 2016, 09:41:14 AM

Hi Pete,

Thanks, it works as I expect.

Kind regards