Does anyone know if it’s possible to set up global favourites in IWS that are available to all agents?
Our agents regularly transfer calls to external companies and what I want is for the agents to be able to search for the company by name in IWS and then dial them.
This is obviously easy for internal resources but I’m not sure of the best way for external numbers.
No-one ever tried to do something similar before (even in GAD)?
The only way I’ve thought of so far is configuring route points for each external number (with an alias so the agent can search by name) then having a strategy that does a simple TRoute to the external number.
Not sure if there is a more standard/official way of doing it though?
In GAD it was working using UCS. Not sure if it can be done the same way with IWS.
Just got it working by creating a custom xml file and pointing the option “teamcommunicator.corporate-favorites-file” to the file.
Example file for anyone who wants to use it. Customise as required:
<?xml version="1.0" encoding="utf-8"?> fav1;fav2 CorporateContacts CustomContact Bob Smith 01234567890 [email removed] CorporateContacts CustomContact Jim Morrison 01987654321 [email removed]
You can deploy this as a custom file via ClickOnce or store the file on a network share so everyone can access.