IWS and Case Information

Architect & Flows
1

Dear sirs.
How I can display custom information in “Case Information” tab at interaction window IWS?
I added option in IWS application
“interaction.case-data.format-business-attribute” → “Case ID”
There is simple strategy with Attach[‘Case ID’,‘test’] function and then Selection target.
But it don’t work.

2

you need to point this option at business attribute, e.g. standard “InteractionAttributes”. Then using CME/GA add you “Case ID” into business attribute values list.

3

smile, I descripbe step by step, what i did

  1. Created business attribute called “Case” (type interaction operational attribute)
  2. Added to the attribute value called “test”
  3. Added IWS option “interaction.case-data.format-business-attribute” → “Case”
  4. Created a simple strategy script with Attach[‘Case’,‘test’] function and then Selection target.
    but “No information is avaliable” is in “Case Information”
    what step did i miss?
4

=)

  1. create business attr or use existing one, no matter how it named
  2. put name of this attribute into value of the option interaction.case-data.format-business-attribute
  3. create “Case” attribute into attribute-values of attribute in item 1.
  4. enjoy
5

So, maybe i wrong with a script, because i do the same and still isn’t work.
please look at screen

  1. options and business attribute
    http://i33.fastpic.ru/big/2013/0815/f6/0fd40d0d8001ad92a9486f880eabf8f6.jpg
  2. strategy script
    http://i33.fastpic.ru/big/2013/0815/08/611f7fb438b3fb5d6c0a25b452e3a508.jpg
  3. iws
    http://i33.fastpic.ru/big/2013/0815/8a/639d2616dc801bddcd78ffc0d70d168a.jpg
6

Have you configured option “interaction.case-data.content” on IWS object with value “CaseData”?

7

Kubig
At the first screen you can see two options on IWS application are marked:
“interaction.case-data.content” with value “History,CaseData” (I tried it with value “CaseData” only too)
“interaction.case-data.format-business-attribute” with value “Case ID”

8

Are you using RBAC? If yes, check your role permission for IWS actions

9

No, rbac is disabled. Can it be the script?

10

You are wrong in strategy. You are filling attach data Case ID with value Case, but no BA with name Case ID does not exist. You have to create Case KVP and fill some value, than will work it

11

looks correct, but it’s not clear from the images:

  1. how you defined case id: name and display name is equal? config option value must be the same as name (not display name)
  2. as Kubig said, check the exact value which is attached to call. The best way - use interaction data type and enter manually ‘Case’ in key field.
12

Is there any working example with similar functionality in documentation?

13

of course, here it is: http://docs.genesyslab.com/Documentation/IW/8.1.4/Dep/HandlingInteractions#Customer_Case
look at " Displaying and Editing Case Information "

14

can’t send more than 1 personal message per hour, so look at my screen shoots:
http://i47.fastpic.ru/big/2013/0815/ce/f2bc6bb1b02efaca4ecba4ba36f6e9ce.png
http://i33.fastpic.ru/big/2013/0815/f5/5a38693d1a92a9a737efd126832480f5.png
http://i33.fastpic.ru/big/2013/0815/e2/2584bbe6c989afdcff1d26cb5eb307e2.png
http://i48.fastpic.ru/big/2013/0815/89/884f9869dc66b7054c21b6f06e2d0089.png
hope this helps

15

Thank you,
all is working.

16

Hmm,
There is a possible to do the same for outbound calls?
it is working only for inbound.

17

Yes, it’s possible. Check how to configure it here:
http://docs.genesyslab.com/Documentation/IW/8.1.4/Dep/HandlingInteractions#Outbound_Campaign_Interactions