WDE: Application Object settings Vs. Person Object settings

Voice & Telephony
1

Hello,

Regarding the enforcement of WDE application object settings, the guide notes the following:

  1. Default settings that are defined in the application code, which are overridden by:

  2. Settings that are specified in the Application, which are overridden by:

  3. Settings that are specified in the Tenant of the agent, which are overridden by:

  4. Settings that are specified in the Agent Group(s) to which an agent belongs (in cases in which an agent is a member of more than one group, Workspace considers the union of options that are set in each group; if an option is declared in two different groups, each of which has a different value, Workspace uses built-in rules to resolve the conflict (see Conflict Resolution for Configuration Options for information on how such conflicts are resolved.
    Note: Virtual Agent Groups are not supported), which are overridden by:

  5. Settings that are specified in the Person object that corresponds to the agent.

Now imagine I use the Team Communicator feature. I want to make “Agent” the type that is selected by default. So on my WDE application object I set the option teamcommunicator.list-filter.showing = Agent,Contact (basically making Agent FIRST).

Cool, this works, I log into WDE and Agent is selected by default.

However after I handle an interaction in my interface I may have switched this to Contact or Skill or something else. As a result, some settings got written to my Person object under the annex tab indicating that Contact was my last selection. I log out and back into WDE and the settings on my Person object override the settings on the WDE application object (by design according to the documentation I pasted earlier).

My question is:

  1. Can I make Genesys respect what is on the Application object rather than what is on the Person object?
  2. You can override some WDE related application object settings in routing, is it possible to override settings on the Person object in routing, if so, how?

I know I can make my Person object read-only and that would solve my problem, but I would rather not do this…

Regards,
Andrew

2
  1. Can I make Genesys respect what is on the Application object rather than what is on the Person object?
    —> Maybe with customization. By default, it’s from the Application Object to the Interaction (Routing).
  2. You can override some WDE related application object settings in routing, is it possible to override settings on the Person object in routing, if so, how?
    —> Look for IW_Override option in WDE documentation. You can override most of the options at the interaction level with your strategy by attaching IW_Override kvp with a value of a list object.

edit:
look for interaction.override-option-key = IW_OverrideOptions (default)
https://docs.genesys.com/Documentation/IW/8.5.1/Dep/ConfigurationByUsingOptionsAndAnnexes#Overriding_Options_by_Using_a_Routing_Strategy