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  • 1.  Best place to mannipulate Callback attributes

    Posted 11-29-2022 04:20
    #Handlers

    Hello everyone,

    I'd like you to ask for help to add custom attributes to callback interaction. And then to diplay ones (Queue Columns) in Iconnect's "My Interactions" tab.

    Can you advise from practise, where I can attach custom attributes​? Which custom handler to use.

    Thank you

    Best regards

    Pavel
    #Handlers

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    Pavel Broska
    Alcasys Slovakia a.s
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  • 2.  RE: Best place to mannipulate Callback attributes

    Posted 11-29-2022 13:46

    A lot of this depends on how you're gathering your custom attributes.  Are they something from the call that generated the callback (assuming this isn't a web or process generated callback) or data gathered once a callback enters queue?

    If you're transferring values from the call to the callback, I'd recommend creating the callback in a handler so you have access to both interactions and then you can easily get attributes from the call and assign them to the callback then replace the call with the callback or perform whatever other business logic you require to get the callback dealt with.

    Where you should do this specifically relies a lot on where you are creating your callback today:  is the call already in queue?  Is this callback generated by a pre-queue check?  Is this a web callback?

    Then it's just a question of creating queue columns associated with the attributes in IA then assigning permissions to appropriate users to see the queue columns.



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    Aaron Lael
    State of Utah - comments on this forum reflect my own personal opinions\observations and are separate from any entity I am otherwise involved in.
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  • 3.  RE: Best place to mannipulate Callback attributes

    Posted 11-30-2022 02:48
    Hello Aaron,

    Callback is generated standard way - Node Callback in IAttendant when customer waits for available agents in queue. My question was about manipulate with system handlers like customIntRequestCallback, customIntRequestCallbackInit and customIntRequestCallbackPostCreate. Meanwhile it is sufficient when callback created, attach custom attribute, no transfer attributes from call to callback. On the other side transfer attributes from call to callback will be at place in future. So if you done it in the past please give me some tips. How to attach custom attribute just after callback was created and attach/transfer attribute/-es from call to callback.

    Thank you for help

    Pavel

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    Pavel Broska
    Alcasys Slovakia a.s
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