PureEngage On-Premises

 View Only

Sign Up

  • 1.  IWS Customization - Detect if call is inbound or outbound call?

    Posted 08-05-2014 20:51
    Hello,

    I am wondering what object I can examine within an IWS customization to determine if a call/interaction was an inbound originated interactions vs and interaction that was initiated by the agent picking up the handset and making a dial.

    In the past I would look for attached data that I would attach during an inbound routing strategy.

    Also in the past I have differentiated between voice interactions and outbound preview interactions by examining:

    Case.MainInteraction.Media.LongName, if I see the name of my outbound preview channel, I know the interaction is an outbound preview interaction.

    In summary to re-state: I want to know how I can determine if an interaction being handled by IWS originated as an inbound phone call, as well as the ANI of the caller.

    Regards,
    Andrew


  • 2.  RE: IWS Customization - Detect if call is inbound or outbound call?

    Posted 08-13-2014 14:50

    Hi,

    Consider GetIWCallType() method from Model.Interactions.IInteraction interface.

    Alternatively, you could try using the interface IInteractionType rather than the more generic IInteraction interface to recieve this information. Details of this can be found in the Enterprise SDK 8.1 Reference API help file.

    Please clarify the exact version of IWs application.

    Roman T