How To Pass User Data From Siebel To Genesys With The Cti Device Command Openmediaplaceinqueue (Doc ID 1447552.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CTI - Version 8.1.1.5 [21229] and later
Information in this document applies to any platform.
This SR is related to SR #3-5266313951: Unable to Use InvokeMethod to Call a Business Service Method in CTI Command.
The user requirement is to allow user to transfer media call to Genesys from any screens, therefore the normal user attached data cannot be used. The customer is using business service script with Profile Attributes to get the updated data but need to know how to attach these data to the device command OpenMediaPlaceInQueue.
Is it possible to use Profile Attribute with device command like this: param.UrgencyFilter = GetProfAttrib("UrgencyFilter")?

when trying this from the scomm log (attached) - the result is both @GetProfileAttrib("Updt_UrgencyFilter") and $GetProfileAttrib("Updt_UrgencyFilter") are treated as literal value .



Cmd: BlindTransferCallToChangeProperties
Name Value
CmdChannelOnFocus = TRUE
Description = Set Urgency Filter
DeviceCommand = OpenMediaChangeProperties
FilterSpec = @SelectedWorkItem:MediaType = 'SiebelWorkItem'
Hidden = TRUE

CmdData: BlindTransferCallToChangeProperties
Name Value
Param.TrackingID = {@SelectedWorkItem:DriverWorkTrackID}
Param.UrgencyFilter = @GetProfileAttrib("Updt_UrgencyFilter")


***Checked for Relevance 12-Oct-2013***

Symptoms

Scomm shows:

KNGUYEN203/19/2012 18:32:41:533:ERROR:Failed on invoking GetWorkItemAttr in Comm. Server Svc., err=7536949, msg=The specified work item can not be found(SBL-CSR-00309), input= AttrName = @SelectedWorkItem
WorkItemID =

KNGUYEN203/19/2012 18:32:41:533:DEBUG:End invoking GetWorkItemAttr in Comm. Server Svc.
KNGUYEN203/19/2012 18:32:41:533:ERROR:Unable to retrive work item attribute(field={WorkItemID}), error=The specified work item can not be found(SBL-CSR-00309)
KNGUYEN203/19/2012 18:32:41:533:WARNING:Unable to retrive value of special macro=$GetWorkItemAttr, err=7536949
KNGUYEN203/19/2012 18:32:41:533:WARNING:Failed at RenderFormatString, input=UrgencyFilter, error=The specified work item can not be found(SBL-CSR-00309)
KNGUYEN203/19/2012 18:32:41:533:ERROR:Invoking user command(BlindTransferCallToChangeProperties),



We have tried "Param.UrgencyFilter = {$GetWorkItemAttr(WorkItemID, @SelectedWorkItem:sUrgencyFilter)}" and the error as shown in the log.

Ialso tried all the followings without any success:

"Param.UrgencyFilter = {$GetWorkItemAttr(@SelectedWorkItem:WorkItemID, sUrgencyFilter)}" ;
"Param.UrgencyFilter = {$GetWorkItemAttr(@SelectedWorkItem:SiebelWorkItemID, sUrgencyFilter)}" ;
"Param.UrgencyFilter = {$GetWorkItemAttr(WorkItemID, sUrgencyFilter)}" ;
"Param.UrgencyFilter = {$GetWorkItemAttr(SiebelWorkItemID, sUrgencyFilter)}" ;


Scomm log error:

KNGUYEN2[03/19/2012 18:32:41:533]:ERROR:Failed on invoking GetWorkItemAttr in Comm. Server Svc., err=7536949, msg=The specified work item can not be found(SBL-CSR-00309), input= AttrName = @SelectedWorkItem
WorkItemID =

KNGUYEN2[03/19/2012 18:32:41:533]:DEBUG:End invoking GetWorkItemAttr in Comm. Server Svc.
KNGUYEN2[03/19/2012 18:32:41:533]:ERROR:Unable to retrive work item attribute(field={WorkItemID}), error=The specified work item can not be found(SBL-CSR-00309)
KNGUYEN2[03/19/2012 18:32:41:533]:WARNING:Unable to retrive value of special macro=$GetWorkItemAttr, err=7536949
KNGUYEN2[03/19/2012 18:32:41:533]:WARNING:Failed at RenderFormatString, input=UrgencyFilter, error=The specified work item can not be found(SBL-CSR-00309)
KNGUYEN2[03/19/2012 18:32:41:533]:ERROR:Invoking user command(BlindTransferCallToChangeProperties),

Changes

CTI configuration

Cause

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