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Display custom attributes in Screenpop

  • 1.  Display custom attributes in Screenpop

    Posted 11-12-2019 15:20
    Hi All,

    I want to display custom attributes in screen pop when an agent receives the call as well during alerting.

    I want to display in the agent desktop while alerting the below list of attributes:
    ​1. Caller Intent
    2. Exit Code
    3. ANI

    the same should be visible in the agent desktop when the agent receives the call.

    I have no clue where and how to customize the screen pop, any help would be highly appreciated.

    Thanks in advance!!
    #ArchitectureandDesign
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Raghav Gupta
    Accenture USA
    ------------------------------


  • 2.  RE: Display custom attributes in Screenpop

    Posted 11-13-2019 11:20
    hi Raghav ,
    is there any screen pop (known as action) in your environment? the easiest way to display that to your agent is to add each attribute to queue columns in administrator and then add the item to desktop for all agents. they will see the attribute with other attributes when a call arrives on their desktop.

    ------------------------------
    Kamyar Yazdani
    Aria Solutions
    ------------------------------



  • 3.  RE: Display custom attributes in Screenpop

    Posted 11-14-2019 03:22
    Hi Raghav,

    You basically have three options, that I am aware of.

    1. As @Kamyar Yazdani​ suggests, an easy way would be to create columns in the agent desktop and have them populated with the Attributes you need.
    2. If you are into Handlers at all, you can very easily populate the Eic_Notes attribute with all the information you need, this would then appear under Notes in the agents desktop, this is the method I have used.
    3. You can design a custom plugin for the client showing the attributes, but this requires knowledge of programming and Icelib, if I am not mistaken.

    ------------------------------
    Egill Palsson
    Advania AB
    ------------------------------



  • 4.  RE: Display custom attributes in Screenpop

    Posted 11-14-2019 09:55
    Based on your scenario, Queue Column will be good for your requirement.

    1. Prepare your attribute, managing by Attendant or Design to set Attribute Value for ​"CallerIntent" and "ExitCode". "ANI" normally display on Interaction Connect unless you hide number and name field in "Access Control" permission. Also you can use system attribute name "Eic_RemoteTn"  "Eic_RemoteName"
    (Ref: https://help.genesys.com/cic/mergedProjects/wh_tr/desktop/pdfs/attributes_tr.pdf)

    For any custom attributes you need to create Queue Column and grant "Access Control" for view those Attributes

    2. if you want to pass screen popup to external url via url passing,
    you need to define Action in Interaction Administration (IA). Which the action must be defined in Workgroup for incoming alert

    All attributes can be refer in Action by $(AttributeName)

    Sample

    Defined in "Action" http://www.google.com/query.html?ANI=($Eic_RemoteName)
    Translate data:  http://www.google.com/query.html?ANI=333556012

    When agent received the call, screen popup will be poppulated
    For your requirement, 

    http://www.google.com/query.html?Intent=$(CallerIntent)&$(ExitCode)&ANI=($Eic_RemoteName)


    ------------------------------
    Withaya Panichpreechakorn
    Terrabit
    ------------------------------



  • 5.  RE: Display custom attributes in Screenpop

    Posted 11-14-2019 11:11
    Raghav,

    You can also go real old school and whip up a quick DDE application. I've had many customers over the year who build a quick application and call it via DDE to populate different values. Of course you have to have knowledge on how to build a .net application to support this and visual studio.

    Thanks,

    ------------------------------
    Mark Tatera
    ConvergeOne

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
    ------------------------------



  • 6.  RE: Display custom attributes in Screenpop

    Posted 11-15-2019 03:15
    ​Hello,

    The easiest way is to use the Eic_ClientMsg attribute in your script. This attribute will be displayed in the screenpop. It does not modify any system info in the DB or any system behaviour. The follwing screen shot shows how we add the name of the contact previously retrieved from a directory to the agent screen pop message.


    ------------------------------
    lionel Florence
    HELPLINE
    ------------------------------



  • 7.  RE: Display custom attributes in Screenpop

    Posted 11-18-2019 12:54
    ​Hi Iionel,

    With this I am able to populate the screen pop but all the attributes are coming in one line like:
    CustomerName, Number

    I want to display them as
    CustomerName
    Number

    Is there any way I can achieve this?

    Thanks

    ------------------------------
    Raghav Gupta
    Accenture USA
    ------------------------------



  • 8.  RE: Display custom attributes in Screenpop

    Posted 11-21-2019 11:24
    Raghav,

    You can try /r/n in the string to see if you can get the value on the next line. Based on the limited info in the attribute TR its unclear if the field allows multiple lines or not.

    Thanks,


    ------------------------------
    Mark Tatera
    ConvergeOne

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
    ------------------------------



  • 9.  RE: Display custom attributes in Screenpop

    Posted 11-21-2019 15:42
    This can be achieved if you are populating the Eic_Note attribute using /r/n as a separator between the attibutes you want to use.  I am doing this and it just works ;)

    ------------------------------
    Egill Palsson
    Advania AB
    ------------------------------



  • 10.  RE: Display custom attributes in Screenpop

    Posted 11-22-2019 11:43
    Hi - could someone provide a sample screen shot from Attendant as to how the /r/n needs to be added?  I just tried adding the /r/n to the Eic_Note attribute and the /r/n displays in the IC Notes, which is not what I would have expected to happen.

    Thanks!

    ------------------------------
    Barry Farrington
    Long Term Care Partners, LLC
    ------------------------------



  • 11.  RE: Display custom attributes in Screenpop

    Posted 11-22-2019 11:52
    Barry,

    I misspoke in my previous post. I used the wrong slash. You need to do a Backlash not a frontslash. So your value would look something like this "Customer Name: " & sCustomerName & "\r\nNumber:" & sCustomerNumber

    You may need to adjust the variable names but I think this should give you a good idea as to how to format the string.

    Thanks,


    ------------------------------
    Mark Tatera
    ConvergeOne

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
    ------------------------------



  • 12.  RE: Display custom attributes in Screenpop

    Posted 12-11-2019 10:43
    Thanks.  Currently, we use Eic_Note to display member ID and call ID in the following format:

    Member ID: $(XXXX_MemberID) | Call ID: $(Eic_CallID)

    Using your format, I believe it would look something like this:

    "Member ID:" & sXXXX_MemberID & "\r\nCallID" & sEic_CallID

    Am I on the correct path?

    ------------------------------
    Barry Farrington
    Long Term Care Partners, LLC
    ------------------------------



  • 13.  RE: Display custom attributes in Screenpop

    Posted 12-12-2019 05:10
    Edited by Egill Pálsson 12-12-2019 05:10
    Hi, if I may :)

    Here is one that I am using inside Eic_Note

    "***EKKI AUÐKENNDUR***" & "\r\n" & ("Nafn:" & sNafn) & "\r\n" & ("Kt:" & sKennitala) & "\r\n" & ("Sími: " & sSimanumer) & "\r\n" & ("Email: " & sEmail) & "\r\n" & ("IP tala: " & sIPaddress)

    And this is what it looks like in the Agent desktop

    It is in Icelandic, but I think you get the point.  (In this example, I have not provided much information so those fields are empty.)

    I hope this helps.


    ------------------------------
    Egill Palsson
    Advania AB
    ------------------------------



  • 14.  RE: Display custom attributes in Screenpop

    Posted 12-12-2019 08:56
    Hi Egil - I tried using your format and it didn't work.  Here's what I did:

    This is what I coded in the Set Attribute"
    & "\r\n" & ("Member ID:" & sLTCP_MemberID) & "\r\n" & ("Call ID:" & sEic_CallID

    But instead, I'm seeing the above as text in the IC Notes, rather than seeing the row headers.  Any ideas on what I'm doing wrong?





    ------------------------------
    Barry Farrington
    Long Term Care Partners, LLC
    ------------------------------



  • 15.  RE: Display custom attributes in Screenpop

    Posted 12-12-2019 09:25
    It looks like there are things missing from the string.  Probably the enclosing " ?





  • 16.  RE: Display custom attributes in Screenpop

    Posted 12-12-2019 09:37
    This is what I fully entered in:

    & "\r\n" & ("Member ID:" & sXXXX_MemberID) & "\r\n" & ("Call ID:" & sEic_CallID)

    Still does not work.



    ------------------------------
    Barry Farrington
    Long Term Care Partners, LLC
    ------------------------------



  • 17.  RE: Display custom attributes in Screenpop

    Posted 12-12-2019 09:52
    Ah ok try removing everything infront of the first parenthesis including the &

    ("Member ID:" & sLTCP_MemberID) & "\r\n" & ("Call ID:" & sEic_CallID)






  • 18.  RE: Display custom attributes in Screenpop

    Posted 12-12-2019 10:22
    That didn't work either!  :-(

    ------------------------------
    Barry Farrington
    Long Term Care Partners, LLC
    ------------------------------



  • 19.  RE: Display custom attributes in Screenpop

    Posted 12-12-2019 12:34
    Ok that is very weird, 

    I tried using exactly the same thing and it shows up in my Notes Field, I just used the name as values.

    Can you screenshot your Handler setup for me? I just know this should work, and does every time so I am a bit perplexed.



    ------------------------------
    Egill Palsson
    Advania AB
    ------------------------------



  • 20.  RE: Display custom attributes in Screenpop

    Posted 12-12-2019 13:18
    I think that's where the difference is.  The notes set-up is done in a Set Attribute node in Attendant, not in a handler.

    ------------------------------
    Barry Farrington
    Long Term Care Partners, LLC
    ------------------------------



  • 21.  RE: Display custom attributes in Screenpop

    Posted 12-13-2019 04:38
      |   view attached
    Hi All,

    I'm solving the same thing as described in this discussion. But have no success. 
    1. use block "Set Attribute" in Int. Attendant
    2. Attribute name: Eic_Note
    3. Attributte Value: ("Member ID:" & sLTCP_MemberID) & "\r\n" & ("Call ID:" & $(Eic_CallID))
    4. Result in "Interaction Notes" of "Interaction Connect" is just on the same line

    Sample of definition in IA and result in Interaction Connect is attached.

    Does Interaction Attendant take into account signs like "\r" and "\n" in "Set Attribute" Value?

    Can you share your' s setting/definition of value in IA?

    Tahnks

    Pavel



    ------------------------------
    Pavel Broska
    Alcasys Slovakia a.s
    ------------------------------



  • 22.  RE: Display custom attributes in Screenpop

    Posted 12-13-2019 08:25
    Edited by ryan hedlund 12-13-2019 11:30
    I am pretty sure the pass from attendant into the handler is going to just treat those as a string since they are passed in. Thus it wont work.

    ------------------------------
    ryan hedlund
    Stericycle
    ------------------------------



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