PureEngage On-Premises

I'm writing a customization of IWS 8.1.4. I have already looked at the Developer's Guide and found some useful commands for when the agent's status changes, and when the agent answers a call.

However, I need to do something when the agent gets a preview record, and also when s/he decides to call the customer. I cannot find the answer in the Developer's Guide. What are the right chains/commands? Is there a more complete reference guide somewhere?

Thank you in advance.

Hi,

I would recommend to open a case to clarify the question thoroughly.

As for the documentation IWs Dev Guide contains "Outbound -> Managing Chains and Records"  and "Managing Outbound Interactions" sections which describes the possible actions on chain and outbound records.

Roman T

Hi Gabriela,

I wanted to add that sometimes I also need more details on commands and command chains that are running.  For example we have used Genesys Agent Scripting - and the commands are not documented anywhere that I could find.  

Whenever I have a question about what commands are running during a certain action I simply perform the action and then go and look at my IWS logs - that is even faster than going to support.

Thank you. That may be of help.