​Hello,

We're using ICWS to Imbed telephony features directly into our Custom CRM and are having an issue implementing Consultation.

The process: 
1, Customer calls in and is asked for their account number via the IVR
2, Account number is attached as an attribute to the interaction
3, On receiving the Interaction the Client CRM uses the attribute to pull up the users account automatically and generate a CRM event

The Problem:
4, Employee determines a warm transfer (consult) to another department (Workgroup) is required
5, Initiating the consult creates 2 additional interactions, a second for the consulter and one for the consulted
6, Consulted party doesn't get the account number as their interaction is brand new and seemly unconnected to the original(s)

The Request:
Does anyone know of a way to pass the attribute to the newly created interaction?
The ICWS consult method and Interaction attributes I thought would handle this only target the two consulter interactions and not the third for the consulted.

Additionally, with the way our CRM works if the consulter knew the consulted parties InteractionID(key) they could pre-initializing an event for the consulted party to pickup. If that is at all a possibility.

Thanks

​Hello,

We spoke with Genesys support and although none of the ICWS Consult methods nor any of the Eic_Consult... Interaction attributes link both parties of a consult together there is an Interaction attribute that does.

Eic_IntercomParty contains the InteractionId of the consulter's second interaction. Meaning, any attributes added to it upon consult creation can be retrieved by the consulted party.

We're not using any Intercom functionality of Genesys and had not suspected this attribute would be relevant.

Relevent ICWS Methods:

POST /icws/{sessionId}/interactions/{interactionId}/consult
GET /icws/{sessionId}/interactions/{interactionId}

------------------------------
Yugi Cherukuri
------------------------------

Original Message:
Sent: 09-06-2018 15:32
From: Yugi Cherukuri
Subject: Consulting & Interaction Attributes

​Hello,

We're using ICWS to Imbed telephony features directly into our Custom CRM and are having an issue implementing Consultation.

The process:
1, Customer calls in and is asked for their account number via the IVR
2, Account number is attached as an attribute to the interaction
3, On receiving the Interaction the Client CRM uses the attribute to pull up the users account automatically and generate a CRM event

The Problem:
4, Employee determines a warm transfer (consult) to another department (Workgroup) is required
5, Initiating the consult creates 2 additional interactions, a second for the consulter and one for the consulted
6, Consulted party doesn't get the account number as their interaction is brand new and seemly unconnected to the original(s)

The Request:
Does anyone know of a way to pass the attribute to the newly created interaction?
The ICWS consult method and Interaction attributes I thought would handle this only target the two consulter interactions and not the third for the consulted.

Additionally, with the way our CRM works if the consulter knew the consulted parties InteractionID(key) they could pre-initializing an event for the consulted party to pickup. If that is at all a possibility.

Thanks