gdesktop 7.5, to show RP

[Doo-Bop]

Hi,
agents taking calls from two RPs. Is it possible to show RP somewhere on the gdesktop in ringing time? If yes how?
Marian

[René]

Hi Marian,

GDesktop doesn't have any out-of-box feature allowing requested functionality but there is a way how to do it. You can add some key to interaction's Attached Data and then show that key to agent.

To do so it's necessary to change GDesktop option "auto-open" in the section "voice" to "true". That change will lead to automatic opening of voice interaction form when it starts ringing on agent's desktop. Then you have to define a custom business attribute that will be shown on "Custom Data" tab (see the chapter "Custom Data" in Genesys Desktop 7.5 Deployment Guide for details) and will show value of predefined key from Attached Data.

The only thing I'm not sure about it how to make focus on "Custom Data" tab when an interactions comes...

R.

[victor]

Here is what I would suggest:

report_target = true in URS would tell you what strategy it came from. Nicer than RP.

However, if you are into "RP" then:

1. add Update[] into your routing strategy with value of ThisDN() to the key "RP_Value" (or whatever you want it to be)

2. in Softphone, just look at that "RP_Value".


Some people would suggest to pick up ThirdPartyDN or OtherDN but I would strongly advise yo against it, because depending on your routing flow and PBX, chances are it will not be your RP but either some intermediary DN or even your caller's ANI