(Update with the copy of version: 8.5.2DRAFT) |
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=Enabling Agents To Manage Contacts= | =Enabling Agents To Manage Contacts= | ||
__TOC__ | __TOC__ | ||
| − | |||
===Procedure: Enabling agents to manage contacts=== | ===Procedure: Enabling agents to manage contacts=== | ||
'''Purpose:''' | '''Purpose:''' | ||
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'''Prerequisites''' | '''Prerequisites''' | ||
* A working knowledge of Genesys Administrator. | * A working knowledge of Genesys Administrator. | ||
| − | * The <tt> | + | * The <tt>WS_Cluster</tt> application object exists in the Configuration Database. |
| − | * The <tt> | + | * The <tt>WS_Cluster</tt> application has a connection to Universal Contact Server. |
| − | * The <tt> | + | * The <tt>WS_Cluster</tt> application has a connection to Interaction Server. |
* The agent object is configured to use one or more of the following media channels: | * The agent object is configured to use one or more of the following media channels: | ||
** [[EnablingComms#Procedure.3A_Enabling_an_agent_to_use_E-Mail_to_correspond_with_a_contact|E-Mail]] | ** [[EnablingComms#Procedure.3A_Enabling_an_agent_to_use_E-Mail_to_correspond_with_a_contact|E-Mail]] | ||
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<OL type="1"> | <OL type="1"> | ||
<li>In the <tt>feature-definition.json</tt> file, enable the <tt>[[Documentation:HTCC:Dep:FeatureConfiguration:8.5.1|api-multimedia]]</tt> feature.</li> | <li>In the <tt>feature-definition.json</tt> file, enable the <tt>[[Documentation:HTCC:Dep:FeatureConfiguration:8.5.1|api-multimedia]]</tt> feature.</li> | ||
| − | <li>Configure the [[Contact|Contact]] options in the <tt>interaction-workspace</tt> section of the <tt> | + | <li>Configure the [[Contact|Contact]] options in the <tt>interaction-workspace</tt> section of the <tt>WS_Cluster</tt> application object.</li> |
</ol> | </ol> | ||
'''End''' | '''End''' | ||
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'''Prerequisites''' | '''Prerequisites''' | ||
* A working knowledge of Genesys Administrator. | * A working knowledge of Genesys Administrator. | ||
| − | * The <tt> | + | * The <tt>WS_Cluster</tt> application object exists in the Configuration Database. |
| − | * The <tt> | + | * The <tt>WS_Cluster</tt> application has a connection to Universal Contact Server. |
'''Start''' | '''Start''' | ||
<!--<OL type="1">--> | <!--<OL type="1">--> | ||
| Line 41: | Line 40: | ||
'''End''' | '''End''' | ||
| + | ===Procedure: Enabling Last Routed Agent=== | ||
| + | '''Purpose:''' | ||
| + | To enable the last routed agent feature, which saves information about the last agent who handled interactions from that contact in the Contact Profile. That information can then be used during the routing of subsequent interactions from this contact. When an agent actively handles an interaction of a given media type from a contact, the following keys are set in the Contact Profile: | ||
| + | * <tt>LastCalledAgent_EmployeeID</tt> | ||
| + | * <tt>LastCalledAgent_TimeStamp</tt> | ||
| + | * <tt>LCA_EmplID_<MediaType></tt> | ||
| + | * <tt>LCA_TimeStamp_<MediaType></tt> | ||
| + | |||
| + | Where <tt><MediaType></tt> corresponds to the media of the interaction. | ||
| + | |||
| + | Refer to the [[Documentation/ES|eServices]] and [[Documentation/R|Routing]] documentation for more information about this feature. | ||
| + | |||
| + | '''Start''' | ||
| + | #You can activate this feature by setting the following options in the <tt>interaction-workspace</tt> section: | ||
| + | #* To globally enable last routed agent, set the [[Contact#contact.last-called-agent.enable|contact.last-called-agent.enable]] option to <tt>true</tt> | ||
| + | #* To activate it by media type, set [[Contact#contact.last-called-agent..3Cmedia-type.3E.enable|contact.last-called-agent.<media-type>.enable]] to <tt>true</tt>. | ||
| + | '''End''' | ||
[[Category:V:HTCC:8.5.2]] | [[Category:V:HTCC:8.5.2]] | ||
Revision as of 19:57, January 22, 2016
Enabling Agents To Manage Contacts
Contents
Procedure: Enabling agents to manage contacts
Purpose: To enable an agent to view and manage contact information.
Prerequisites
- A working knowledge of Genesys Administrator.
- The WS_Cluster application object exists in the Configuration Database.
- The WS_Cluster application has a connection to Universal Contact Server.
- The WS_Cluster application has a connection to Interaction Server.
- The agent object is configured to use one or more of the following media channels:
Start
- In the feature-definition.json file, enable the api-multimedia feature.
- Configure the Contact options in the interaction-workspace section of the WS_Cluster application object.
End
Procedure: Enabling the Contact Directory and Contact History
Purpose: To enable an agent to use the Contact Directory and Contact History views.
This functionality enables agents to search the contact data base, create new contacts, and delete existing contacts.
The Contact Directory supports two views, a grid and a list.
Prerequisites
- A working knowledge of Genesys Administrator.
- The WS_Cluster application object exists in the Configuration Database.
- The WS_Cluster application has a connection to Universal Contact Server.
Start
- Configure the Contact options in the interaction-workspace section.
End
Procedure: Enabling Last Routed Agent
Purpose: To enable the last routed agent feature, which saves information about the last agent who handled interactions from that contact in the Contact Profile. That information can then be used during the routing of subsequent interactions from this contact. When an agent actively handles an interaction of a given media type from a contact, the following keys are set in the Contact Profile:
- LastCalledAgent_EmployeeID
- LastCalledAgent_TimeStamp
- LCA_EmplID_<MediaType>
- LCA_TimeStamp_<MediaType>
Where <MediaType> corresponds to the media of the interaction.
Refer to the eServices and Routing documentation for more information about this feature.
Start
- You can activate this feature by setting the following options in the interaction-workspace section:
- To globally enable last routed agent, set the contact.last-called-agent.enable option to true
- To activate it by media type, set contact.last-called-agent.<media-type>.enable to true.
End
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