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BCM IVR and tray popup information?

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

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  • Best Answer
    author's profile photo Former Member
    Former Member
    Posted on Oct 07, 2014 at 02:14 PM

    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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  • Posted on Oct 07, 2014 at 11:05 AM

    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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