Hi Cyntia,
I'm in the same situation you were in a while ago.
Did you finally get it?
After testing, I visualized doing debug in the "CustomInitiateCallRequest" handler, that in a call if you assign a workgroup in the advanced dialing options, in the interaction attributes the attribute "Eic_AcdWorkgroup" appears, however, if you do not select any workgroup in the advanced dialing options, this attribute does not appear.
I have modified the "CustomInitiateCallRequest" handler, tried to make a "Set Attribute" with "Call Attribute Name" = Eic_Workgroup and "Call Attribute Value" = "Name of the group I want to set", but this does not work, as this attribute is never added to the interaction.
As it asks you at the beginning, did you manage to make it work, if yes, could you clarify a little bit how you did it?
Indicate also that I have added another "Set Attribute" with the attribute "Eic_AssignedWorkgroup", thanks to this assignment in the Interaction Desktop you can see the queue to which this call is assigned (but it is only visual), really it is not assigned to any queue since as I indicated you previously I am not able to indicate the Eic_Workgroup.
Thank you very much in advance.
Best regards.
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Carlos Camacho Jimenez
Team Vision S. A.
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Original Message:
Sent: 04-10-2019 13:01
From: Cynthia Palacios
Subject: Hard coding workgroup for Advanced Dialing Options
So the issue is with the recording initiation policy we use for this program. Since agents are members of multiple workgroups the rule configured is based on the workgroup and not the role, which is the norm for our call center. The problem is agent behavior. Agents are not selecting a workgroup under advanced dialing options therefore call is not recorded. Need to come up with a solution to somehow hard code "workgoup" on outbound calls for this program
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Cynthia Palacios
West Revenue Generation Services
Original Message:
Sent: 04-10-2019 12:32
From: Paul Simpson
Subject: Hard coding workgroup for Advanced Dialing Options
Cynthia,
Maybe not the cleanest solution, but if you set the relevant ANI on all of the agents, then that is the one that will be sent when they place a call.
HTH
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 04-10-2019 11:28
From: Cynthia Palacios
Subject: Hard coding workgroup for Advanced Dialing Options
Is it possible to hard code or set the workgroup to a default value? We have a group of agents that are members of multiple workgroups; when making outbound calls they don't always call on behalf of the workgroup. I'm looking for an option to hard code the workgroup and if possible make that the default for the agent. I know I'm going the extra mile for this last request, need to disable workgroup in <g class="gr_ gr_1268 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace gr-progress" id="1268" data-gr-id="1268">advaned</g> dialing <g class="gr_ gr_1322 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="1322" data-gr-id="1322">otptions</g> at the agent level for this group only; so agent's don't have access to modify this value. Is this an option?
#Unsure/Other
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Cynthia Palacios
West Revenue Generation Services
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