on 06-27-2013 10:19 AM
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
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>)
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Hi,
I'm facing the same issue, did you find any way to have the queue name with IVR?
Thanks,
João Almeida
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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
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