cancel
Showing results for 
Search instead for 
Did you mean: 

BCM IVR and tray popup information?

madis_malv
Explorer
0 Kudos

Hi

I would like to have queue name in tray popup window when call comes in.

It works fine when call comes directly to queue but if there is an IVR which forwards the call to queue then there is queue name missing from tray popup. Only calling number is displayed.

Would it be possible to have queue name in popup window when call comes through IVR?

Best regards

Madis Malv

Accepted Solutions (1)

Accepted Solutions (1)

Former Member
0 Kudos

This is known issue that IVR tooling does not have direct way to control firstBNumber and thus the IVR number is the first landed number.

Good news is that you work around this with cusomization. You could create your own customizer state and set the value with CALL.SetExtraData method in IVR customizer. Another even easier option is to use shortcut. Create an IVR variable. You can name it as you like here as "setfirstb". Add initial value expression and here you can give a function as an expression

self.CALL.SetExtraData("FirstBNumber", <value>)

Answers (1)

Answers (1)

0 Kudos

Hi,

I'm facing the same issue, did you find any way to have the queue name with IVR?

Thanks,

João Almeida

madis_malv
Explorer
0 Kudos

Hi

Yes, I got it working.

I got some guidlines from SAP with a sample customizer file. I have attached customizer file and below are the instructions from SAP. If you can not get it working with these instructions then I can look over my own working configuration for you.

******************************************

CDT shows in the tray popup name of the queue, if the FirstBNumber of

the call is queue.

There is no configuration option for tray popup.

About IVR:

There is no direct way in Custom Ivr's to modify FirstBNumber info in

call. But customizer could be used to manipulate call's extra data:

FirstBNumber and FirstBName information.

Note: that this is customization on top of BCM, not built-in

functionality.

I attached example customizer to this ticket and simple customIvr to

call the methods in customstate, if customer is willing to take the

customization into use. Note: testing on customer side should be done

before taking into production use.

Short explanation of custom methods:

GetQueueName

  This methods returns name of the given queue, using the given

language.

  If no language parameter is given, or no results are found with the

given language, then system default language is used.

  Parameters: GUID - GUID of the queue

  number - extension number of the queue

  language - language code for the queue name query

  default - default value to be returned if no name is

  found

SetFirstBNameAndNumber

This method sets <FirstBName>/<FirstBNumber> values in call extra data.

  Parameters: number - value to be set as the <FirstBNumber>

  name - value to be set as the <FirstBName>

  <params> is a dictionary containing the parameters passed in from

  the application, plus a reference to the application's state

  machine, available with key "SM".

Best regards

Madis Malv

0 Kudos

Thanks for your help, I solved the issue using the parameters

Best regards,

João Almeida