Hi, hopefully correct section. We are working on a Interaction Desktop add-in version R4 2015. Goal: During Two Step Trasnfer, when the Consult Call is initiated, Agent 1 need to set attribute to a Consult Call of Agent 2 - some info need to be transmitted. Problem: We found out that Two Step Transfer consists of 3 interactions - Customer call, Consult Call 1 and Consult Call 2. How can we identify the interaction id of Consult Call 2 from Interaction Desktop of Agent 1? We watch probably all reasonable attributes on the interaction (Eic_ConsultId, Eic_ConsultingId, Eic_TransferConsultId etc.) and none of them contains the interactionId of the other Consult Call. To be precise, the Customer Call have the Interaction Id of second Consult Call in Eic_TransferConsultId, but only once the call is fully transferred to the second agent - this is too late for us. We need to find the interaction Id the other Consult Call once the Consult Call is initiated/connected. Question Is it even possible to get this information using Interaction attributes? If not, is there any other way (IceLib?) to identity the Id of the other Consult Call. Less Important Question Why in the hell the Consult Call consists of two Interactions?! Any advice is very appreciated, Petr

Similar situation for me. Have no clue, how to do it. May be someone knows the name of customization point for consult transfers? Alex.

​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}

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Yugi Cherukuri
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Original Message:
Sent: 03-16-2016 18:57
From: A Contributor
Subject: Two Step Transfer / Consult Call

Hi,
hopefully correct section.

We are working on a Interaction Desktop add-in version R4 2015.

Goal:
During Two Step Trasnfer, when the Consult Call is initiated, Agent 1 need to set attribute to a Consult Call of Agent 2 - some info need to be transmitted.

Problem:
We found out that Two Step Transfer consists of 3 interactions - Customer call, Consult Call 1 and Consult Call 2.
How can we identify the interaction id of Consult Call 2 from Interaction Desktop of Agent 1? We watch probably all reasonable attributes on the interaction (Eic_ConsultId, Eic_ConsultingId, Eic_TransferConsultId etc.) and none of them contains the interactionId of the other Consult Call.
To be precise, the Customer Call have the Interaction Id of second Consult Call in Eic_TransferConsultId, but only once the call is fully transferred to the second agent - this is too late for us. We need to find the interaction Id the other Consult Call once the Consult Call is initiated/connected.

Question
Is it even possible to get this information using Interaction attributes? If not, is there any other way (IceLib?) to identity the Id of the other Consult Call.

Less Important Question
Why in the hell the Consult Call consists of two Interactions?!

Any advice is very appreciated,
Petr