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Former Member

Custom details in CTI- Communication Box

Hi,
We got requirement in IC_Agent business role. In CTI toolbox there 3 boxes one is to display Confirmed account details second is to display user Alerts Third is to display technical information about the current contact, such as channel, duration, and state. Here we are not using IVR or something so we don't need standard functionality.

In our requirement in Third box(Communication Information) have to display payment details of the confirmed account(Like payment is Active or not).

I found compoent ICCMP_HDR_CNTNT/CommunicationInfoVS, here I could see the blocks. But not sure how can I pass my data to these blocks.

I'm not sure how can achieve my requirement, where to write piece of code.

Is there any class or something that we can enhance and pass our details.

Thanks in Advance,
Hari

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1 Answer

  • Best Answer
    May 27, 2015 at 08:44 AM

    Hi Hari,

    KBA 2161942 explains how to configure the header.

    Best Regards,
    Sigrid

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    • Former Member Andrei Vishnevsky


      Hi Andrei,

      I have the similar requirement, where I will have to show the more information in communication details box(IVR data) along with the standard data. Is it possible to accommodate the custom data in the same box. I followed your steps:

      1.created new BSP component

      2. Assigned this component to Layout Component

      3.Created(copied from standard) new Context area profile and assigned my component

      4. Finally I displayed my assignment block in ICCMP_HEADER/HeaderViewSet view configuration.).

      Now my new context area block is visible, but it is getting triggered only once(during login time).

      When call is coming IVR, we receive some custom data, which has to be displayed in the custom context area. But my custom component is not getting triggered.

      It would be great if you can help me on this.

      Awaiting for your response.

      Thanks

      Pratap Gude