Display Interaction ID in softphone

Hi Folks,

I am trying to display InteractionID for Email interactions in the softphone

so far i tried to display and failed

For the existing business attribute, i added “InteractionId” New business attribute value, but when the pop up came the value is not there.
correct business value was called in the IWS application.

I created a new Business attribute value by the name “NewInteractionId” and this value appears in the softphone, where as for each interaction both interaction attributes are different.

Other values which are in the same BA like first name and last name pops up correctly

I took the values appeared in the URS logs and created the above values

Any help would be appreciated.

Do interaction.enterpriseinteractioncurrent.id, you will get it from object.

Odoslané z D5803 pomocou Tapatalku

HI Robert

Where should that Value be added? to the IWS application - interaction work space section

if so Key = interaction.enterpriseinteractioncurrent.id and value =?

No kvp, it is in iinteraction object directly. Forget about kvp parsing. Enterprise sdk does it for you in this case. Do you want to display it in case data? Or where?

Odoslané z D5803 pomocou Tapatalku

I am trying to Display it in “Case Information” section of the screen pop-up
i was able to display Conn id for Voice interaction in the same section.

With out changing the code from sdk, is there a way to display the value using the Business attribute’s or some how manipulating the list objects?

Then you are doing something horribly wrong. I was in impression you want to display it in some custom view.

It can be done by business attributes and by setting of interaction.case-data.format-business-attribute option of WDE.

Check deployment guide and make sure you use correct key name in business attribute definition, it is case sensitive. “InteractionId”

It works for me.

Hi Robert,
i was doing exactly what you said, the interaction.case-data.format-business-attribute has a value of Business attribute
and BA has InteractionId in it

but still InteractionId is not displayed. when i was playing with it i added NewInteractionID, this BA display but not InteractionId.

Can you export wde options and send screenshot of ba configuration? It is weird. The kvp is always there for interactions. What does wde say into log. Can you see the data if you increase log level?

Odoslané z D5803 pomocou Tapatalku

As I remember, there was a limitation on using the “system” data. For this, I have used workaround by creating new KVP to which I copied the value from InteractionID field, then I used this new field in WDE case data.

Hi Kubig,
strange is, that I did test it yesterday evening and it works fine. I was using it couple of times before as well. InteractionId is part of interaction UserData. I don’t see reason why it shouldn’t work, unless it is not somehow filtered out at WDE side. But then I should be able to see it in logs or options of WDE.
There are interaction attributes, which are not displayed, but these attributes are not part of UserData. They are part of InteractionAttributes list and needs to be obtained from interaction object only and then attached to KVP if you want to see it in user data. At least I did it like that previously for interaction Type and Subtype.

br
Robert

Hi Robert, below is the config for WDE

[InboundEmailIQ]
category=Email
condition=_age() > 1
display-name=Inbound email
displayed-columns=From,To,Subject,Received
queues=email_inbound_iq
quick-search-attributes=Priority

[interaction-queue-presence]
error-level=10
statistic-name=
statistic-text=interaction(s) waiting.
warning-level=5

[interaction-workspace]
.auto-answer=false
.prompt-for-done=false
.pull-from-history-isenabled=false
.ringing-bell=Sounds\Ring.mp3|10|-1
.toast-information-key=Subject
accessibility.agent-state-change-bell=
accessibility.interaction-state-change-bell=
accessibility.visual-impairment-profile=false
accessibility.warning-message-bell=
active-recording.screen-recorder-executable=
active-recording.screen-recorder-host=
active-recording.voice.recorder-uri=
active-recording.voice.recording-type=NETANN
agent-status.enabled-actions-by-channel=Ready,NotReady,NotReadyReason,AfterCallWork,Dnd,LogOn,LogOff
agent-status.enabled-actions-global=Ready,NotReady,NotReadyReason,AfterCallWork,Dnd,Logon,LogOff
agent-status.not-ready-reasons=Break,Lunch,After Call Work,Emergency,After Hours,Training,Interview,Meeting,Coaching,Steward Duties,System,Research,Emails,Faxes,Project,MASP
alert.timeout=10
application.available-layouts=main-window,gadget
broadcast.color.high-priority=#FF663399
broadcast.color.important-priority=#FFFF0000
broadcast.color.low-priority=#FF999999
broadcast.color.minimal-priority=#FFCCCCCC
broadcast.color.normal-priority=#FFDFE8F6
broadcast.displayed-columns=MessageTypeIcon,MessageType,Sender,Subject,Priority,Date,Topic,ConnID
broadcast.dn=
broadcast.mark-read-timeout=5
broadcast.message-content=Subject, Sender,Priority, Date, Topic, Body
broadcast.preview-timeout=10
broadcast.sound.high-priority=
broadcast.sound.important-priority=
broadcast.sound.low-priority=
broadcast.sound.minimal-priority=
broadcast.sound.normal-priority=
broadcast.subscribed.topics=All,$Agent$,$AgentGroup$
broadcast.toast-summary=Sender, Priority,Subject,FewWords
broadcast.value-business-attribute=
case-data.float-separator=
channel-information.window-title=$Window.Title$
chat.agent.prompt-color=#FF385078
chat.agent.text-color=#FF385078
chat.auto-answer=false
chat.client.prompt-color=#FF166FFF
chat.client.text-color=#FF166FFF
chat.enable-auto-disconnect=true
chat.new-message-bell=
chat.nickname=$Agent.UserName$
chat.other-agent.prompt-color=#FFD88000
chat.other-agent.text-color=#FFD88000
chat.pending-response-to-customer=30,50
chat.prompt-for-end=false
chat.reconnect-attempts=5
chat.reconnect-timeout=5
chat.ringing-bell=Sounds\Ring.mp3|10|-1
chat.system.text-color=#FF8C8C8C
chat.time-stamp=true
chat.toast-information-key=Subject
chat.typing-isenabled=true
chat.typing-timeout=10
contact.available-directory-page-sizes=5,10,25,50
contact.cache-timeout-delay=600
contact.date-search-types=On,OnOrAfter,Before
contact.default-directory-page-size=10
contact.directory-advanced-default=LastName,PhoneNumber
contact.directory-default-mode=ListView
contact.directory-displayed-columns=LastName,FirstName,PhoneNumber,EmailAddress
contact.directory-permissions.=
contact.directory-search-attributes=LastName,FirstName,PhoneNumber,EmailAddress
contact.directory-search-types=contains,begins-with,is
contact.displayed-attributes=Title,FirstName,LastName,PhoneNumber,EmailAddress
contact.history-advanced-default=Status,StartDate
contact.history-default-time-filter-main=1M
contact.history-displayed-columns=Status,Subject,StartDate,EndDate,OwnerId
contact.history-displayed-columns-treeview=Subject,Status,StartDate
contact.history-search-attributes=Status,StartDate,EndDate,Subject
contact.history.filters-=
contact.history.media-filters=voice,email,chat,sms
contact.last-called-agent..enable=true
contact.last-called-agent.enable=true
contact.lookup..enable=true
contact.lookup..enable-create-contact=true
contact.lookup.enable=true
contact.lookup.enable-create-contact=true
contact.mandatory-attributes=FirstName,LastName
contact.metrics.enable-interactions-in-progress=true
contact.metrics.time-frame-customer-notification=1
contact.multiple-value-attributes=EmailAddress,PhoneNumber
contact.myhistory-default-time-filter-main=1W
contact.myhistory-displayed-columns=Status,Subject,StartDate,EndDate
contact.myhistory-displayed-columns-treeview=Subject,Status,StartDate
contact.threading-ucs-interaction.enable=true
contact.timeout-delay=60
contact.ucs-interaction..enable-create=true
contact.ucs-interaction..enable-lookup=true
contact.ucs-interaction..use-server-date=false
dial-plan-rule-=
disaster-recovery.auto-restore=true
disaster-recovery.disable-login-errors=false
disaster-recovery.enabled=false
disaster-recovery.peer-site=DRPeer
disaster-recovery.preferred-site=Preferred
disaster-recovery.restore-agent-state=true
disaster-recovery.timeout=60
disaster-recovery.wait-for-sipphone-timeout=0
display-format.acd-queue.name=$ACDQueue.Alias$|$ACDQueue.Number$@$ACDQueue.Location$
display-format.agent-name=$Agent.FullName$|$Agent.UserName$
display-format.caller-name=$Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$
display-format.case-name-format=$Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$
display-format.chat-agent-name=$ChatAgent.FullName$|$ChatAgent.Nickname$|$ChatAgent.UserName$
display-format.current-agent-name=$Agent.FullName$|$Agent.UserName$
display-format.customer-name-format=$Contact.FirstName$ $Contact.LastName$|$Party.DisplayName$
display-format.interaction-callback-name=$Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
display-format.interaction-chat-name=$Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
display-format.interaction-email-name=$Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
display-format.interaction-im-name=$Interaction.Type$ $Interaction.MainParty$
display-format.interaction-outbound-pull-preview-name=$Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
display-format.interaction-outbound-push-preview-name=$Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
display-format.interaction-queue.name=$InteractionQueue.DisplayName$
display-format.interaction-sms-name=$Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
display-format.interaction-voice-name=$Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
display-format.interaction-workitem-name=$Interaction.Type$ ($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$)
display-format.routing-point.name=$RoutingPoint.Alias$
editor.font-size-units=point
email.attachment-download-timeout=20
email.auto-answer=true
email.default-queue=email_inbound_iq
email.forward-queue=email_forward_iq
email.from-addresses=$EMAILSERVER$
email.html-format=true
email.include-original-text-in-reply=true
email.max-attachments-size=0
email.move-inbound-to-in-progress-workbin-on-reply=false
email.outbound-queue=email_outbound_iq
email.prompt-for-done=true
email.pull-from-history-isenabled=true
email.qa-review-dispositions-business-attribute=
email.quote-char=>
email.reply-format=auto
email.reply-prefix=Re:
email.ringing-bell=Sounds\Ring.mp3|10|-1
email.set-ownerid-on-send=true
email.signature=
email.toast-information-key=Subject
expression.email-address=\w+([-+.]\w+)@\w+([-.]\w+).\w+([-.]\w+)*
expression.phone-number=(?:(?:[+]?([\d]{1,3}(?:|[-.])))?[(]?([\d]{1,3})[-/)]?(?:[ ]+|[-.])?)?([\d]{5,})
expression.phone-number.supported-characters=0123456789#
expression.url=(?#Protocol)(?:(?:ht|f)tp(?:s?)://|~/|/)?(?#Username:Password)(?:\w+:\w+@)?(?#Subdomains)(?:(?:[-\w]+.)+(?#TopLevel Domains)(?:com|org|net|gov|mil|biz|info|mobi|name|aero|jobs|museum|travel|[a-z]{2}))(?#Port)(?::[\d]{1,5})?(?#Directories)(?:(?:(?:/(?:[-\w~!$+|.,=]|%[a-f\d]{2})+)+|/)+|?|#)?(?#Query)(?:(?:?(?:[-\w~!$+|.,:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,:=]|%[a-f\d]{2}))(?:&(?:[-\w~!$+|.,:]|%[a-f\d{2}])+=(?:[-\w~!$+|.,:=]|%[a-f\d]{2})))(?#Anchor)(?:#(?:[-\w~!$+|.,:=]|%[a-f\d]{2}))?
gadget-statistics.displayed-call-center-statistics=false
gadget-statistics.displayed-kpis=
gadget-statistics.nb-tagged-stats-per-page=5
gadget-statistics.show=false
gadget.window-title=$Window.Title$
general.configuration-update-notification=All
general.gad.attached-data=false
general.non-unicode-connection-encoding=
im.agent.prompt-color=#FF385078
im.agent.text-color=#FF385078
im.auto-answer=false
im.new-message-bell=
im.other-agent.prompt-color=#FFD88000
im.other-agent.text-color=#FFD88000
im.prompt-for-end=false
im.ringing-bell=Sounds\Ring.mp3|10|-1
im.system.text-color=#FF8C8C8C
im.time-stamp=true
im.toast-timeout=10
interaction-bar.detail-tooltip.max-height=164
interaction-management.available-interaction-page-sizes=5,10,25,50
interaction-management.filters=IQ_ALL,InboundEmailIQ,MyaccuntSupportEmailIQ,NorthBuisinessServiceEmailIQ,StandingOrderEmailIQ,NorthCustmerServiceEmailIQ,SouthBuisinessServiceEmailIQ,SouthCustmerServiceEmailIQ,StandingOrderFaxIQ,NorthCustIDFaxIQ,SouthBusinessServiceFaxIQ,SouthCustIDFaxIQ,NorthBusinessServiceFaxIQ,JunkEmailIQ, QA_N_BS,QA_S_BS,QA_N_CS,QA_S_CS,QA_S_MAS,QA_N_STO
interaction-management.interactions-filter.displayed-columns=MessageType,From,To,Subject,Received
interaction.case-data.content=History,CaseData
interaction.case-data.enable-url-preview=false
interaction.case-data.format-business-attribute=IW_CaseData
interaction.case-data.frame-color=#FFFFBA00
interaction.case-data.header-foreground-color=#FF15428B
interaction.case-data.is-read-only-on-idle=true
interaction.consult-user-data=public
interaction.disposition.is-mandatory=true
interaction.disposition.is-read-only-on-idle=false
interaction.disposition.key-name=DispositionCode
interaction.disposition.use-attached-data=false
interaction.disposition.use-connection-id=true
interaction.disposition.value-business-attribute=DispositionCode
interaction.evaluate-real-party-for-agent=true
interaction.override-option-key=IW_OverrideOptions
interaction.reject-route=
interaction.window-title=($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$) - $Interaction.Type$ - $Window.Title$
interaction.window.popup-topmost-z-order=false
interaction.window.show-case-interaction-panel-button=true
interaction.window.show-in-taskbar=true
interactions.window.allows-transparency-on-winos6=false
intercommunication..queue=
intercommunication..routing-based-actions=
intercommunication..routing-based-targets=
intercommunication.chat.conference.invite-timeout=30
intercommunication.chat.queue=
intercommunication.chat.routing-based-actions=
intercommunication.chat.routing-based-targets=
intercommunication.email.queue=email_transfer_iq
intercommunication.email.routing-based-actions=
intercommunication.email.routing-based-targets=Agent,InteractionQueue
intercommunication.im.routing-based-actions=MakeIM
intercommunication.im.routing-based-targets=
intercommunication.im.routing-points=
intercommunication.sms.queue=
intercommunication.sms.routing-based-actions=OneStepTransfer
intercommunication.sms.routing-based-targets=
intercommunication.voice.routing-based-actions=MakeCall,OneStepConference,InitConference,OneStepTransfer,InitTransfer
intercommunication.voice.routing-based-targets=Agent,RoutingPoint,Contact,TypeDestination
intercommunication.voice.routing-points=5201000_sw_asip@sw_asip
keyboard.hotkey.agent-not-ready=
keyboard.hotkey.agent-not-ready-with-reason.=
keyboard.hotkey.agent-ready=
keyboard.hotkey.decrease-microphone-volume-active-sip-call=
keyboard.hotkey.decrease-speaker-volume-active-sip-call=
keyboard.hotkey.hold-active-call=
keyboard.hotkey.increase-microphone-volume-active-sip-call=
keyboard.hotkey.increase-speaker-volume-active-sip-call=
keyboard.hotkey.mute-microphone-active-sip-call=
keyboard.hotkey.mute-speaker-active-sip-call=
keyboard.hotkey.release-active-call=
keyboard.hotkey.toaster.accept=
keyboard.hotkey.toaster.decline=
keyboard.shortcut.action.help=F1
keyboard.shortcut.contact.assigncontact=Ctrl+A
keyboard.shortcut.contact.reset=Ctrl+R
keyboard.shortcut.contact.save=Ctrl+S
keyboard.shortcut.interaction.chat.conference=
keyboard.shortcut.interaction.chat.end=
keyboard.shortcut.interaction.chat.transfer=
keyboard.shortcut.interaction.consult=
keyboard.shortcut.interaction.email.add-attachments=
keyboard.shortcut.interaction.email.delete=
keyboard.shortcut.interaction.email.forward=
keyboard.shortcut.interaction.email.interim-send=
keyboard.shortcut.interaction.email.print=
keyboard.shortcut.interaction.email.reply=Ctrl+R
keyboard.shortcut.interaction.email.reply-all=Ctrl+Shift+A
keyboard.shortcut.interaction.email.save=Ctrl+S
keyboard.shortcut.interaction.email.save-in-workbin=Ctrl+Shift+W
keyboard.shortcut.interaction.email.send=Ctrl+Return
keyboard.shortcut.interaction.email.transfer=
keyboard.shortcut.interaction.im.release=Ctrl+D
keyboard.shortcut.interaction.mark-done=Ctrl+E
keyboard.shortcut.interaction.preview.call-record=
keyboard.shortcut.interaction.preview.cancel-record=
keyboard.shortcut.interaction.preview.mark-done=
keyboard.shortcut.interaction.preview.mark-done-get-next=
keyboard.shortcut.interaction.preview.reject-record=
keyboard.shortcut.interaction.sms.delete=
keyboard.shortcut.interaction.sms.transfer=
keyboard.shortcut.interaction.voice.answer-call=
keyboard.shortcut.interaction.voice.hold-call=
keyboard.shortcut.interaction.voice.pause-recording-call=
keyboard.shortcut.interaction.voice.reconnect-call=
keyboard.shortcut.interaction.voice.release-call=Ctrl+D
keyboard.shortcut.interaction.voice.resume-call=
keyboard.shortcut.interaction.voice.resume-recording-call=
keyboard.shortcut.interaction.voice.single-step-conference=
keyboard.shortcut.interaction.voice.single-step-transfer=
keyboard.shortcut.interaction.voice.start-recording-call=
keyboard.shortcut.interaction.voice.stop-recording-call=
keyboard.shortcut.interaction.webcallback.call-contact=
keyboard.shortcut.interaction.webcallback.mark-done=
keyboard.shortcut.interaction.workitem.move-to-workbin=
keyboard.shortcut.interaction.workitem.transfer=
keyboard.shortcut.state.logout=Ctrl+Alt+X
keyboard.shortcut.state.not-ready=Ctrl+Alt+N
keyboard.shortcut.state.not-ready-after-call-work=Ctrl+Alt+Z
keyboard.shortcut.state.ready=Ctrl+Alt+R
keyboard.shortcut.teamlead.chat.bargein=
keyboard.shortcut.teamlead.chat.stop-monitoring=
keyboard.shortcut.teamlead.stop-monitoring=
keyboard.shortcut.teamlead.voice.bargein=
keyboard.shortcut.teamlead.voice.coaching=
keyboard.shortcut.teamlead.voice.monitor=
keyboard.shortcut.teamlead.voice.stop-monitoring=
keyboard.shortcut.toaster.accept=Ctrl+G
keyboard.shortcut.toaster.decline=Ctrl+M
kpi.displayed-kpis=
kpi.refresh-time=10
kpi.show-agent-groups=true
license.lrm-enabled=false
log.default-filter-type=Copy
log.ESDK=All
log.expire=10
log.filter-data.=Copy
log.max-age=10
log.PSDK=Standard
log.segment=10MB
log.Trace=$Application.RootApplicationData$\log\InteractionWorkspace
log.verbose=Trace
login..auto-not-ready-reason=false
login..can-unactivate-channel=false
login..is-auto-ready=false
login.chat.auto-not-ready-reason=
login.chat.can-unactivate-channel=false
login.chat.is-auto-ready=false
login.default-place=
login.email.auto-not-ready-reason=
login.email.can-unactivate-channel=false
login.email.is-auto-ready=false
login.enable-login-without-channel=true
login.enable-place-completion=true
login.enable-same-agent-place=true
login.im.auto-not-ready-reason=
login.im.available-queues=ACDQueue
login.im.can-unactivate-channel=false
login.im.is-auto-ready=false
login.im.prompt-agent-login-id=false
login.im.prompt-dn-password=false
login.im.prompt-queue=false
login.prompt-place=false
login.sip-cluster.phone-number=
login.sip-cluster.store-recent-phone-number=true
login.sms.auto-not-ready-reason=
login.sms.can-unactivate-channel=false
login.sms.is-auto-ready=false
login.store-recent-place=true
login.voice.auto-not-ready-reason=
login.voice.available-queues=ACDQueue
login.voice.can-unactivate-channel=false
login.voice.force-relogin=false
login.voice.is-auto-ready=false
login.voice.prompt-agent-login-id=false
login.voice.prompt-dn-less-phone-number=false
login.voice.prompt-dn-password=false
login.voice.prompt-queue=true
login.webcallback.auto-not-ready-reason=
login.webcallback.can-unactivate-channel=false
login.webcallback.is-auto-ready=false
login.workmode=manual-in
logout.enable-exit-on-logoff-error=true
main-window.dockable=true
main-window.window-title=$Window.Title$
openmedia.bundle.sms=sms,smssession
openmedia.workitem-channels=
options.record-option-locally-only=false
outbound-callback.ringing-bell=
outbound.call-result-automatically-selected=
outbound.call-result-values=Answered,AnsweringMachine,Busy,NoAnswer,WrongNumber
outbound.campaign-stale-timeout=0
outbound.fields.float-separator-in-db=
outbound.push-preview.auto-answer=false
outbound.push-preview.media-types=outboundpreview
outbound.push-preview.use-combined-channel=true
outbound.record-information.frame-color=#FFDFE8F6
outbound.record-information.header-foreground-color=#FF15428B
outbound.sound.campaign-updated=
outbound.treatment-mode=none
presence.evaluate-presence=true
printing.use-print-preview=true
security.disable-rbac=false
security.enable-debug-information=false
security.inactivity-not-ready-reason=
security.inactivity-set-agent-not-ready=true
security.inactivity-timeout=0
sip-cluster.data-center-locations=
sip-cluster.reconnect-timeout=10
sipendpoint.audio.headset.audio_in_agc_enabled=1
sipendpoint.audio.incoming.use_agc=1
sipendpoint.authenticate-with-dn-password=false
sipendpoint.exit-on-voice-logoff=false
sipendpoint.genesyslab.beeptone.beeptone_timeout=30000
sipendpoint.genesyslab.beeptone.enable_beeptone=1
sipendpoint.genesyslab.beeptone.play_locally=0
sipendpoint.genesyslab.control.auto_answer=1
sipendpoint.genesyslab.device.audio_in_device=
sipendpoint.genesyslab.device.audio_out_device=
sipendpoint.genesyslab.device.error_code_when_headset_na=480
sipendpoint.genesyslab.device.headset_name=
sipendpoint.genesyslab.device.manual_audio_devices_configure=0
sipendpoint.genesyslab.device.reject_call_when_headset_na=0
sipendpoint.genesyslab.device.use_headset=0
sipendpoint.genesyslab.dtmf.pause_start_stop_dtmf=100
sipendpoint.genesyslab.dtmf.play_locally=0
sipendpoint.genesyslab.system.log_level_AbstractPhone=0
sipendpoint.genesyslab.system.log_level_Audio=0
sipendpoint.genesyslab.system.log_level_Auto Configuration=0
sipendpoint.genesyslab.system.log_level_CCM=0
sipendpoint.genesyslab.system.log_level_Conferencing=0
sipendpoint.genesyslab.system.log_level_Contacts=0
sipendpoint.genesyslab.system.log_level_DNS=0
sipendpoint.genesyslab.system.log_level_Endpoint=0
sipendpoint.genesyslab.system.log_level_Jitter=0
sipendpoint.genesyslab.system.log_level_Licensing=0
sipendpoint.genesyslab.system.log_level_Media=0
sipendpoint.genesyslab.system.log_level_Privacy=0
sipendpoint.genesyslab.system.log_level_RTP=0
sipendpoint.genesyslab.system.log_level_Security=0
sipendpoint.genesyslab.system.log_level_Storage=0
sipendpoint.genesyslab.system.log_level_STUN=0
sipendpoint.genesyslab.system.log_level_Transport=0
sipendpoint.genesyslab.system.log_level_USB Devices=0
sipendpoint.genesyslab.system.log_level_Utilities=0
sipendpoint.genesyslab.system.log_level_Voice Quality=0
sipendpoint.genesyslab.system.log_level_XMPP=0
sipendpoint.headset-enforce-configured-usage=false
sipendpoint.headset-replugged-set-ready=true
sipendpoint.headset-unplugged-set-not-ready=true
sipendpoint.headset-unplugged.not-ready-reason=
sipendpoint.init-attempt-nb=10
sipendpoint.init-attempt-timer=1
sipendpoint.log.verbose=Trace
sipendpoint.proxies.proxy0.reregister_in_seconds=3600
sipendpoint.proxies.proxy1.reregister_in_seconds=3600
sipendpoint.retain-volume-settings-between-sessions=false
sipendpoint.rtp.2833.enabled=1
sipendpoint.rtp.2833.hold_over_time_in_ms=100
sipendpoint.rtp.2833.packet_time_in_ms=60
sipendpoint.rtp.2833.payload_number=101
sipendpoint.rtp.inactivity.timer_enabled=0
sipendpoint.sbc-register-address=
sipendpoint.sbc-register-address.peer=
sipendpoint.sbc-register-port=
sipendpoint.sbc-register-port.peer=
sipendpoint.system.diagnostics.enable_logging=1
sipendpoint.system.diagnostics.log_level=Error
sipendpoint.system.dtmf.force_send_in_band=0
sipendpoint.system.dtmf.minimum_rfc2833_play_time=40
sipendpoint.system.indialog_notify.enable_indialognotify=1
sipendpoint.system.network.dtx_enabled=0
sipendpoint.system.qos.audio=tos 46
sipendpoint.transport-protocol=UDP
sipendpoint.tuning.mixer.allow_master_volume_change=0
sms.agent.prompt-color=#FF385078
sms.agent.text-color=#FF385078
sms.auto-answer=false
sms.client.prompt-color=#FF166FFF
sms.client.text-color=#FF166FFF
sms.default-queue=
sms.from-numbers-business-attribute=
sms.max-message-number=8
sms.other-agent.prompt-color=#FFD88000
sms.other-agent.text-color=#FFD88000
sms.outbound-queue=
sms.prompt-for-done=false
sms.ringing-bell=Sounds\Ring.mp3|10|-1
sms.subject-max-chars=25
sms.time-stamp=true
sms.transcript-time-frame=24
sounds.preloadfiles=Sounds\Ring.mp3
spellchecker.corporate-dictionary=
spellchecker.corporate-dictionary-file=
standard-response.categories=$All$
standard-response.default-search-type=AnyKeyword
standard-response.enable-usage-feedback=true
standard-response.languages=$All$
standard-response.suggested-responses-min-relevancy=50
statistics.displayed-statistics=
statistics.queues=
statistics.refresh-time=10
statistics.routing-points=
system-tray.tooltip=$Application.Title$
teamcommunicator.always-clear-textbox-on-new-interaction=true
teamcommunicator.contact-favorite-fields=Category,FirstName,LastName,PhoneNumber,EmailAddress
teamcommunicator.corporate-favorites=
teamcommunicator.corporate-favorites-file=
teamcommunicator.custom-favorite-fields=Category,FirstName,LastName,PhoneNumber,EmailAddress
teamcommunicator.internal-favorite-fields=Category,DisplayName
teamcommunicator.list-filter-showing=Agent,AgentGroup,RoutingPoint,Contact,CustomContact,InteractionQueue
teamcommunicator.list-status-reachable=NotReady
teamcommunicator.load-at-startup=true
teamcommunicator.max-suggestion-size=10
teamcommunicator.recent-max-records=10
teamcommunicator.request-start-timer=300
teamlead.monitoring-scope=call
toast.case-data.content=History,CaseData
toast.case-data.format-business-attribute=
toast.window-title=($Contact.FirstName$ $Contact.LastName$|$Interaction.MainParty$) - $Window.Title$
views.CaseContactRegion.activate-order=InteractionContactInformationView,InteractionContactHistoryView
views.CaseContactRegion.order=InteractionContactInformationView,InteractionContactHistoryView
views.CaseViewSideButtonRegion.order=InteractionContainerSideButtonView,SRLSideButtonView
views.ContactInfoHistoryMultiRegion.activate-order=ContactInformationView,ContactHistoryView
views.ContactInfoHistoryMultiRegion.order=ContactInformationView,ContactHistoryView
views.ContactTabBottomHistoryMultiRegion.activate-order=ContactDetailView,ContactHistoryNotepadView,ContactHistoryCaseDataView
views.ContactTabBottomHistoryMultiRegion.order=ContactDetailView,ContactHistoryNotepadView,ContactHistoryCaseDataView
views.InteractionDetailsRegion.activate-order=DispositionsView,NotepadVoiceNotepadView
views.InteractionDetailsRegion.order=DispositionsView,NotepadVoiceNotepadView
views.ToolbarWorkplaceRegion.activate-order=MyPlaceStatusView,myCampaignsListView,MyContactHistory,MyStatisticsView,MyCallCenterStatisticsView
views.ToolbarWorkplaceRegion.order=MyPlaceStatusView,myCampaignsListView,MyContactHistory,MyStatisticsView,MyCallCenterStatisticsView
views.ToolbarWorksheetButtonRegion.order=MyWorkplaceButtonView,MainToolbarWorkbinsContainerButtonView,MainToolbarContainerButtonView,MainToolbarContainerAlertMessageButtonView
views.WorkbinsTabBottomHistoryMultiRegion.activate-order=ContactDetailView,ContactHistoryNotepadView,ContactHistoryCaseDataView
views.WorkbinsTabBottomHistoryMultiRegion.order=ContactDetailView,ContactHistoryNotepadView,ContactHistoryCaseDataView
voice.auto-answer=true
voice.dtmf-inactivity-typing-timeout=500
voice.enable-init-conference=true
voice.enable-make-call-consultation=false
voice.mark-done-on-release=false
voice.one-step-trsf-mode=default
voice.prompt-for-end=false
voice.ringing-bell=Sounds\Ring.mp3|10|-1
webcallback.auto-answer=false
webcallback.auto-dial=false
webcallback.callback-information.content=Subject,PhoneNumber,Type,ScheduledDate,ContactTime,LocalTime,FormerAttempts
webcallback.callback-information.frame-color=#FFDFE8F6
webcallback.callback-information.header-foreground-color=#FF15428B
webcallback.complete-queue=
webcallback.park-queue=
webcallback.reschedule-queue=
webcallback.ringing-bell=Sounds\Ring.mp3|10|-1
webproxy.address=
webproxy.password=
webproxy.username=
workbin..=
workbin...displayed-columns=From,To,Subject,Received
workbin..in-progress=
workbin..in-progress.displayed-columns=From,To,Subject,Received
workbin.email.draft=email_draft_wb
workbin.email.draft.displayed-columns=To,Subject,Submitted
workbin.email.in-progress=email_agent_wb
workbin.email.in-progress.displayed-columns=From,Subject,Received
workbin.email.private=email_junk_wb
xx_interaction-management.filters=JunkEmailIQ,InboundEmailIQ

[IQ_ALL]
category=All Queues
condition=_age() > 1
display-name=ALL IQueues
displayed-columns=From,To,Subject,Received,Queue
queues=
quick-search-attributes=Priority

[JunkEmailIQ]
category=Email
condition=_age() >1
display-name=junk email
displayed-columns=From,To,Subject,Received
queues=email_junk_iq
quick-search-attributes=Priority

[MyaccountSupportEmailIQ]
category=Email
condition=_age() > 1
display-name=My Account Support Inbound Email
displayed-columns=From,To,Subject,Received
queues=email_cs_iq
quick-search-attributes=Priority

[BuisinessServiceEmailIQ]
category=Email
condition=_age() > 1
display-name=North Business Service Inbound Email
displayed-columns=From,To,Subject,Received
queues=email_cs_iq
quick-search-attributes=Priority

[BusinessServiceFaxIQ]
category=Fax
condition=_age() > 1
display-name=North Business Service Inbound Fax
displayed-columns=From,To,Subject,Received
queues=efax_cs_iq
quick-search-attributes=Priority

[CustIDFaxIQ]
category=Fax
condition=_age() > 1
display-name=North Cust ID Inbound Fax
displayed-columns=From,To,Subject,Received
queues=efax_cs_iq
quick-search-attributes=Priority

[CustmerServiceEmailIQ]
category=Email
condition=_age() > 1
display-name=North Customer Service Inbound Email
displayed-columns=From,To,Subject,Received
queues=email_cs_iq
quick-search-attributes=Priority

[OutboundEmailIQ]
category=Email
condition=_age() > 1
display-name=Inbound email
displayed-columns=From,To,Subject,Received
queues=email_outbound_iq
quick-search-attributes=Priority

[QA_N_BS]
category=QAIQ
condition=_age() > 1
display-name=QA North Business Services
displayed-columns=From,To,Subject,Received,Queue
queues=email_cs_iq
quick-search-attributes=Priority

BUsiness Atttribute

IW_CaseData

Attribute Values
Conn_id
FirstName
LastName
InteractionId
InboundIQ Name
QA Review Status

Hi

1st step looks good:
check if interaction.case-data.format-business-attribute=IW_CaseData is not overridden at Tenant, agent group level.
you can as well find it in logs of WDE.

you can see it in startup log of WDE. The options and its values does show all overrides.
17-03-08 10:04:00.712 [ 1] INFO ucture.ConfigManager - ********************************* DisplayDictionary Begin *****************************
############################# Dictionary ConfigAgent #############################
opts here
############################# Dictionary ConfigLocalUser #############################
opts here
############################# Dictionary ConfigAgentGroup #############################
opts here
############################# Dictionary ConfigTenant #############################
opts here
############################# Dictionary ConfigApplication #############################
‘interaction.case-data.format-business-attribute’ =‘WI_Data_Ixn’
‘interaction.override-option-key’ =‘IW_OverrideOptions’

then check whether you don’t have specified override in routing.

In WDE logs on interaction receive you should see:
17-03-08 10:19:56.265 [ 1] DEBUG ws.CaseDataViewModel - CfgToCaseData
17-03-08 10:19:56.266 [ 1] DEBUG ws.CaseDataViewModel - CfgToCaseData
17-03-08 10:19:56.266 [ 1] DEBUG ws.CaseDataViewModel - CaseData::DataValue.set - Enter for Property InteractionId with new value = - type= [5]
17-03-08 10:19:56.266 [ 1] DEBUG ws.CaseDataViewModel - [.CaseData.] DataToGraphicData… entry value is null, return null
17-03-08 10:19:56.266 [ 1] DEBUG ws.CaseDataViewModel - CaseData::DataValue.set - Test before GraphicDataValue synchro for Property InteractionId: GraphicDataValue= () ; obj= () [5]
17-03-08 10:19:56.266 [ 1] DEBUG ws.CaseDataViewModel - CaseData::GraphicDataValue.set - Enter for Property InteractionId with value = - type=
17-03-08 10:19:56.266 [ 1] DEBUG ws.CaseDataViewModel - CaseData::GraphicDataValue.set - Property of InteractionId changed to - type=
17-03-08 10:19:56.266 [ 1] DEBUG ws.CaseDataViewModel - CaseData::DataValue.set - Property of InteractionId changed to - type= [5]
17-03-08 10:19:56.268 [ 1] DEBUG ws.CaseDataViewModel - CaseData UserData Count 31 [InteractionWorkItem: Id000/0370632RQQ5KC000]
17-03-08 10:19:56.270 [ 1] DEBUG ws.CaseDataViewModel - CaseData::DataValue.set - Enter for Property InteractionId with new value = 0370632RQQ5KC000 - type=System.String [5]
17-03-08 10:19:56.272 [ 1] DEBUG ws.CaseDataViewModel - [.CaseData.] GraphicDataToData… fallback case… return
17-03-08 10:19:56.272 [ 1] DEBUG ws.CaseDataViewModel - [.CaseData.] GraphicDataToData… fallback case… return
17-03-08 10:19:56.272 [ 1] DEBUG ws.CaseDataViewModel - [.CaseData.] DataToGraphicData… type = string
17-03-08 10:19:56.272 [ 1] DEBUG ws.CaseDataViewModel - [.CaseData.String.] DataToGraphicData… type == CaseDataCfg.StringType… return value : 0370632RQQ5KC000
17-03-08 10:19:56.272 [ 1] DEBUG ws.CaseDataViewModel - CaseData::DataValue.set - Test before GraphicDataValue synchro for Property InteractionId: GraphicDataValue= () ; obj=0370632RQQ5KC000 (Genesyslab.Desktop.Modules.Windows.Views.Common.GenericDataView.CustString) [5]
17-03-08 10:19:56.272 [ 1] DEBUG ws.CaseDataViewModel - CaseData::GraphicDataValue.set - Enter for Property InteractionId with value = 0370632RQQ5KC000 - type=Genesyslab.Desktop.Modules.Windows.Views.Common.GenericDataView.CustString
17-03-08 10:19:56.273 [ 1] DEBUG ws.CaseDataViewModel - CaseData::GraphicDataValue.set - Property of InteractionId changed to 0370632RQQ5KC000 - type=Genesyslab.Desktop.Modules.Windows.Views.Common.GenericDataView.CustString
17-03-08 10:19:56.273 [ 1] DEBUG ws.CaseDataViewModel - CaseData::DataValue.set - Property of InteractionId changed to 0370632RQQ5KC000 - type=System.String [5]
17-03-08 10:19:56.273 [ 1] DEBUG ws.CaseDataViewModel - CaseData::DataValue.set - Enter for Property TeamName with new value = DNB_Team_1 - type=System.String [2]

if data you specified in business attributes is missing in onteraction UserData the you will see:
17-03-08 10:19:56.275 [ 1] DEBUG ws.CaseDataViewModel - Removed AttachedData CallQuality

The “CallQuality” kvp was not found in my interaction.

If none of these steps helps, I’m afraid I can’t help you anymore.

br
Robert

I don’t know if this was ever solved but might be useful for others.

I tried and failed many times to add InteractionId to Interaction Search. It showed fine in other columns/filters but just not in Interaction Search, it would be empty.
Other customer attributes would work fine.

And then I found out “InteractionId” is actually called “Id” in UCS.
Its called “InteractionId” everywhere else but fine, it works now. :

Hi Rob

thanks for your help.

i found IWS logs and set this is what i see in it

17-03-08 09:53:03.086 [ 1] DEBUG ws.CaseDataViewModel - Removed AttachedData OriginalAgentUserName
17-03-08 09:53:03.086 [ 1] DEBUG ws.CaseDataViewModel - Removed AttachedData CONN_ID
17-03-08 09:53:03.086 [ 1] DEBUG ws.CaseDataViewModel - Removed AttachedData InteractionId

It clearly says its ignoring.
anyway to make IWS display it?

I tried this too by adding new BA “Id” and it disn’t display in IWS

Hi
Id will not work. It must be kvp name from userdata. Im not avare about wde feature that filters soecifued data from cse view. It doen’t mean that such feature exists :-D.
Log clearly says removing. I would try to copy InteractionId to myId in routing. Specify myId in business attribute list of user Data for wde case data view.
Ba name=myId display name=InteractionId. In case data you should see InteractionId but content will be filled from myId kvp.

Try this and check logs. Should work.

Br
Robert

Odoslané z D5803 pomocou Tapatalku

I have this:

Custom BA Group CaseDataSupers_Cavagnaro
Fields:
BA = InteractionId

On WDE:
interaction.case-data.format-business-attribute = CaseDataSupers_Cavagnaro

I can see the InteractionID correctly

For me the same ;-), I did already wrote it.

It is important to have BA value name=InteractionId and Display Name can differ from KVP name. It can be “interaction ID”.

WDE will display label “interaction ID”, but value will be taken from KVP defined by BA value with name=InteractionId

There can be mistake possibly as well.

If we do this and change the current value to a new one as you mentioned above, we will loose rest of the case data?
Is Case data change affect routing?

How can a WDE option affect routing?..

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