Passing attached data from IVR to Agent Desktop

Voice & Telephony
1

Hi,

I want to display attached data in Case Information window in IWS. I have tried the below blocks in composer to send data.

  1. Transfer / RouteRequest block → type:bridge, gvp:userdata:callVars → It displays attached data in Case Info window in IWS.
    Question:
    If i use transfer type:blind and set gvp:signavar:callVars → It does not display attached data in Case Info. Why ?

  2. Interaction data block → I have selected userdata variable list. I could see the variables populated in AttributeUserData in SIP logs. However, it does not display in Case Info Window. Why?

SipServer options:
userdata-map-format = “X-Genesys-”
userdata-map-trans-prefix = “sip-header”
userdata-map-filter = *
userdata-map-all-calls = true

Created business attributes and mapped in IWS option
interaction.case-data.format-business-attribute

Let me know if there are any other option available.

Thanks,
Aravind

2

Does the BA exactly match with name of KVP? It is main prerequisite.

3

Yes. The BA are matched exactly what i configured in IVR. It works fine for bridge transfer with gvp:userdata attribute has set. My question is what options are required to display attached data in case window when we use blind transfer or interaction data block.

Thanks,
Aravind