Hi - we use PlayAnnouncementAndDigits to play a prompt and collect digits from routing strategy. When a customer enters more digits than max digit limit, the extra digits considered as CED for next prompt. I have tried executing a 230ms silence prompt after playannouncementAndDigits prior to next prompt. ...

GPlus Adapter for SAP ICI Multi-Channel - Workmodes question

Posted By Janakiram Jinkala 09-22-2017 22:01
Found In Egroup: PureEngage On-Premises \ view thread

Hi - Would like to know if its possible to set the workmodes on agent level with Gplus adapter for SAP ICI. As per the documention, we can define the custom workmpodes in gp_resoiurces file. Is there a way to define the different custom work modes on agent group level or agent level? I am try to show ...

RE: Is there a way to disable Interaction History view in Interaction Workspace

Posted By Janakiram Jinkala 08-22-2017 18:56
Found In Egroup: PureEngage On-Premises \ view thread

Hello - I have already tried this option. It just disabled the KVPs showing under History section but still it shows the History section. I would like to remove the History section completely and just enable to show CaseData section alone when call is delivered to an agent.

Is there a way to disable Interaction History view in Interaction Workspace

Posted By Janakiram Jinkala 08-18-2017 16:21
Found In Egroup: PureEngage On-Premises \ view thread

Would like to know if there is any way to disable the history view of an interaction in IWS? I would like to have CaseData section alone to show when call is delivered to an agent.

Agent Name is not displayed in IW for internal call

Posted By Janakiram Jinkala 05-16-2017 20:11
Found In Egroup: PureEngage On-Premises \ view thread

Hello - Agent Name is not displayed in IW screen for internal calls. Instead it displays agent DN. I have attached the screenshot. What needs to be done to display the agent name instead of agent DN.

Phonecall table in UCS database

Posted By Janakiram Jinkala 09-19-2016 17:13
Found In Egroup: PureEngage On-Premises \ view thread

Hi Would like to know how the PhoneNumber is updated in PhoneCall table in UCS database. Is there doc describing the physical database model for UCS DB.

Is it possible to have multiple values to one user defined KVP?

Posted By Janakiram Jinkala 11-05-2015 17:13
Found In Egroup: PureEngage On-Premises \ view thread

Hi Is it possible to have multiple values to the one user defined KVP? I am trying to capture the customer selected Main Menu and Sub Menu options and attach to the call for reporting on Main Menu and Sub Menu options selcted by customer. I have tried attaching Main Menu option and Sub Menu option ...

RE: Hot to change the order of case-data displayed in IWS 8.1.301.24?

Posted By Janakiram Jinkala 11-04-2015 14:51
Found In Egroup: PureEngage On-Premises \ view thread

Hi Jakub Thanks for your response. The documentation states that starting with the 8.1.1 release the option interaction.case-data.format-business-attribute no longer controls the display of case information in the toast view. Please refer to the toast.case-data.format-business-attribute option for ...

Hot to change the order of case-data displayed in IWS 8.1.301.24?

Posted By Janakiram Jinkala 11-02-2015 22:36
Found In Egroup: PureEngage On-Premises \ view thread

HI Is there a way to change the order of case-data displayed in IWS? I have tried by creating interaction-workspace section and adding an option toast.case-data.order to the business attribute. It did not work for me. Thanks

Does CCpulse supports Historical reporting using InfoMart?

Posted By Janakiram Jinkala 03-30-2015 20:03
Found In Egroup: PureEngage On-Premises \ view thread

HI Would like to know if CCPulse supports historical reporting using InfoMart. I knew that CCPulse uses DataMart for Historical Reporting. Not sure if CCPulse has capability to perform similar functionality using InfoMart (Environment where there is no ODS/DataMart)

DN@SwitchName as destination to RouteCall[] function

Posted By Janakiram Jinkala 01-09-2015 18:00
Found In Egroup: PureEngage On-Premises \ view thread

Hi I am trying to transfer call using RouteCall[] function. I am passing the destination as DN@SwitchName. But the function failed with bad target. HERE IS ROUTE TO TARGET: 84322@AAL_l_sip_agt [09:04] error in strategy: 0012 Bad target (RouteCall) Can we pass DN@SwitchName to RouteCall function. ...

Does event_arrive option on agent extension impacts URS operation? How does this option works for event_arrive=ringing?

Posted By Janakiram Jinkala 12-15-2014 17:25
Found In Egroup: PureEngage On-Premises \ view thread

HI I would like to keep bulk # of agents into not ready state. Would like to see the impact of keeping event_arrive to ringing on agent extensions to acheive this funtionality. Thanks.

Is it possible to use variable as value for Web Service URL in IRD?

Posted By Janakiram Jinkala 11-17-2014 19:04
Found In Egroup: PureEngage On-Premises \ view thread

Hi Is it possible to pass URL through a variable for Web Service object in routing? Thanks

SIP stack initialization took long time

Posted By Janakiram Jinkala 11-13-2014 17:55
Found In Egroup: PureEngage On-Premises \ view thread

Hi, After the SIP Server upgrade, noticed that the SIP stack initialization took for more than 20 minutes. We have noticed an issue with the calls delivering to nailed up agents. Can any one explain how the SIP stack functions and potential issues if the SIP stack takes long time for the initializa ...

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GPlus Adapter for SAP ICI Multi-Channel - Workmodes question

RE: Is there a way to disable Interaction History view in Interaction Workspace

Is there a way to disable Interaction History view in Interaction Workspace

Agent Name is not displayed in IW for internal call

Phonecall table in UCS database

Is it possible to have multiple values to one user defined KVP?

RE: Hot to change the order of case-data displayed in IWS 8.1.301.24?

Hot to change the order of case-data displayed in IWS 8.1.301.24?

Does CCpulse supports Historical reporting using InfoMart?

DN@SwitchName as destination to RouteCall[] function

Does event_arrive option on agent extension impacts URS operation? How does this option works for event_arrive=ringing?

Is it possible to use variable as value for Web Service URL in IRD?

SIP stack initialization took long time

Routing fails with "Capability is implemented but not subscribed to by requester "

How does SIP dialogs are tied to track a call end to end?

"party not invited or invalid ticket identifier - error 47" in IWS

Is it possible to display disposition codes in alphabetical order in IWS?

How to find out the number of inprogress emails on each queue.

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