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  • 1.  Call attributes attendant

    Posted 02-22-2018 20:06
    A call attribute is a piece of information about an object that travels with it throughout the Customer Interaction Center. I have found this in help. In general where could we find call attributes related to a particular call. Is it in database? IF so, which table in database?


  • 2.  RE: Call attributes attendant

    Posted 02-23-2018 13:45
    Interaction Attributes are tied to each interaction as they travel through the system. A few are written to the database for specific purposes (see the Data Dictionary), but most are just object attributes that exist for the lifetime of the object (for example, a call) in the system. There is a partial list documented here: https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/attributes_tr.pdf Custom interaction attributes can also be added and optionally mapped to database fields (for example, the InteractionCustomAttributes table). I recommend spending some time in looking through the Technical Reference section of the Documentation Library here: http://help.genesys.com/cic


  • 3.  RE: Call attributes attendant

    GENESYS
    Posted 02-23-2018 15:01
    Originally posted by dcurrier;36752
    Interaction Attributes are tied to each interaction as they travel through the system. A few are written to the database for specific purposes (see the Data Dictionary), but most are just object attributes that exist for the lifetime of the object (for example, a call) in the system. There is a partial list documented here: https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/attributes_tr.pdf Custom interaction attributes can also be added and optionally mapped to database fields (for example, the InteractionCustomAttributes table). I recommend spending some time in looking through the Technical Reference section of the Documentation Library here: http://help.genesys.com/cic
    Thank you, sir! I have been on a business trip, and didn't want to take the time to write this up, hoping someone like you would come along and do so :-)


  • 4.  RE: Call attributes attendant

    Posted 02-25-2018 01:29
    Thanks for the update dcurrier. I have just seen those predefined attributes. That's really good to learn. Actually i was talking about the custom created attribute in our system, that is 'CustomFrequentCaller'. I just got to know that is custom created indirectly through you. I couldn't really debug where it is created and how system is getting the value in interaction attendant. Does someone could help me with their personal training on ININ? you can drop an email at VR11.ININ@gmail.com. Or you could also provide details of some one who trains Email: VR11.ININ@gmail.com I could compensate for that


  • 5.  RE: Call attributes attendant

    Posted 02-25-2018 02:32
    Following where an interaction attribute is modified during the lifetime of an interaction can be a bit tricky to debug. I usually start by looking at the Attendant call flow, the call log, and the IP log. Custom attributes such as this can be mapped to specific database columns, but we'd need to check the mappings for the InteractionCustomAttributes table or other logic to be certain. I sent you an email with my info.