Transferring Context Information in Consultative Transfers

Goal: Transferring Context Information in Consultative Transfers
Complexity: Medium

Related Chapters: Workflow Elements (ExternalWebRequest, GetAgentContext)

Description

In a consultative transfer from Agent1 to Agent2 (Scenario 1) or to to Service2 (Scenario2), Agent2 wants to know more details, e.g. the link to the CRM ticket (or Conversation ID), the AgentSipUri, the Modality or other customer information.

To achieve this, two workflow activities can be used:

External Web Request Activity: Allows to create a POST/GET web-requests to an external system directly in the workflow.
Get Agent Context Activity allows to get such context information from all service conversations where Agent1 is involved and store it into parameters configured on the Service.

Scenario 1 - Consultative transfer from Agent1 to Agent2

Preconditions:

A 'Help Center Incoming’ service exist in the system
"Allow Share Context Information"=true is set in 'Help Center Incoming’ Service configuration
Appropriate Conversation Context "Consultation Context" with enabled ‘Internal Consultative Service Context’ is configured and added to 'Help Center Incoming’ Service configuration
Agent1 is available for 'Help Center Incoming’ Service
“Share Context information” is enabled for Agent1

Configuration Steps:

#	WHERE	USER ACTION	RESULTS / SYSTEM REACTION
1	LUCS Webconfigurator > Agent Assistant Configuration	Go to Settings → Agents - Agent Assistant menu Create and select the Agent Assistant configuration "Agent Assistant Configuration 1"	Agent Assistant configurations are listed Agent Assistant configuration is opened
2	Agent Assistant Configuration	In ‘Share Context Information’ drop-down select All Service Conversations and press "SAVE & APPLY"	Changes are applied and saved
3	Agent Management > General Information	Go to Agents and select Agent1	Agent1 configuration is opened
4	Agent Management > General Information	Select "Agent Assistant Configuration 1" in the "AA Configuration" field and press "SAVE & APPLY"	Changes are applied and saved
5	Conversation Context	Go to Settings → Service - Conversation Context Select or create a new Conversation Context configuration	Conversation Context configuration is opened
6	Conversation Context Configuration Entry	Configure the "Consultation Context" to be triggered as follows: for Agent 1 when he accepts the Inbound Service task ('Help Center Incoming’ service) → Set the "Trigger for task type" to ‘Inbound Service’ for Agent 2 when he accepts the Consultation Call (‘Help Center Transfer Target’ service) → Set the "Trigger for task type" to ‘Internal Consultative Service Context’ Set "Open in Standard Browser" to "At answer Call" Press "SAVE & APPLY" For simplification of this scenario only one Conversation Context Configuration is used. If required, dedicated configurations for Inbound task acceptance and consultation call with different parameters and values can be created.	Changes are applied and saved
7	Call and Mail Services > Call Service > Service Call Context Tab	Go to Services menu and select 'Help Center Incoming’ service Go to Context tab, check ‘Allow Share Context Information on Consultative Transfers’ checkbox Set the "Consultation Context" for this Service and press "SAVE & APPLY"	Service Configuration is opened Context Tab is opened Changes are applied and saved
8	This step requires LUCS Configurator to edit workflow structures Workflow Instances parameters can be configured in Webconfigurator	Go to Workflow → Workflow Instance and configure "WI_JustDistribution_Ringing" workflow that has 'Ask for Agent’ activity to request an agent for the specified service from the system ‘Connect’ activity to connect the waiting caller to an agent.	WI_JustDistribution_Ringing
9	LUCS Webconfigurator > Service Workflow Configuration	Go to Services menu and select 'Help Center Incoming’ service Go to Workflow tab, select Workflow Instance 'Help Center Incoming’ and press "SAVE & APPLY"	Service Configuration is opened Changes are applied and saved

Usage Steps:

#	USER ACTION	RESULTS / SYSTEM REACTION
1	Customer1 calls to 'Help Center Incoming’ service, call is assigned to Agent1
2	Agent1 accepts call and talks to the customer	"Consultation Context" URL is opened in Standard Browser for Agent1 and he is connected to Customer1 This Conversation Context is triggered because "Trigger for task type" is set to ‘Inbound Service’
3	Agent1 puts the conversation on hold
4	Agent1 calls directly to Agent2
5	Agent2 answers the conversation	"Consultation Context" URL is opened in Standard Browser for Agent2 during call from Agent1 This Conversation Context is triggered because "Trigger for task type" is set to ‘Internal Consultative Service Context’
6	Agent1 transfers the call to Agent2	Customer1 is connected to Agent2

Scenario 2 - Consultative transfer from Agent1 to Service2 (Agent2)

Preconditions:

A 'Help Center Target’ service exist in the system
A 'Help Center Incoming’ service exist in the system
"Allow Share Context Information"=true is set in 'Help Center Incoming’ Service configuration
Appropriate Conversation Context "Consultation Context" with enabled ‘Internal Consultative Service Context’ is configured and added to 'Help Center Incoming’ Service configuration
Agent1 is available for 'Help Center Incoming’ Service
“Share Context information” is enabled for Agent1
Agent2 is available for ‘Help Center Transfer Target’ service

Steps:

#	WHERE	USER ACTION	RESULTS / SYSTEM REACTION
1	LUCS Webconfigurator > Agent Assistant Configuration	Go to Settings → Agents - Agent Assistant menu Create and select the Agent Assistant configuration "Agent Assistant Configuration 1"	Agent Assistant configurations are listed Agent Assistant configuration is opened
2	Agent Assistant Configuration	In ‘Share Context Information’ drop-down select All Service Conversations and press "SAVE & APPLY"	Changes are applied and saved
3	Agent Management > General Information	Go to Agents and select Agent1	Agent1 configuration is opened
4	Agent Management > General Information	Select "Agent Assistant Configuration 1" in the "AA Configuration" field and press "SAVE & APPLY"	Changes are applied and saved
5	Conversation Context	Go to Settings → Service - Conversation Context Select or create a new Conversation Context configuration	Conversation Context configuration is opened
6	Conversation Context Configuration Entry	Configure the "Consultation Context" configuration to be triggered for Agent 1 when he accepts the Inbound Service task → Set the "Trigger for task type" to ‘Inbound Service’ for Agent 2 when he accepts the Consultation Call → Set the "Trigger for task type" to ‘Internal Consultative Service Context’ Set "Open in Standard Browser" to "At answer Call" Press "SAVE & APPLY" For simplification of this scenario only one Conversation Context Configuration is used. If needed dedicated configurations for Inbound task acceptance and consultation call with different parameters and values can be created.	Changes are applied and saved
7	Call and Mail Services > Call Service > Service Call Context Tab	Go to Services menu and select 'Help Center Incoming’ service Go to Context tab, check ‘Allow Share Context Information on Consultative Transfers’ checkbox Set the "Consultation Context" for this Service and press "SAVE & APPLY"	Service Configuration is opened Context Tab is opened Changes are applied and saved
8	This step requires LUCS Configurator to edit workflow structures Workflow Instances parameters can be configured in Webconfigurator	Go to Workflow → Workflow Instance and configure "WI_JustDistribution_Ringing" workflow that has 'Ask for Agent’ activity to request an agent for the specified service from the system ‘Connect’ activity to connect the waiting caller to an agent.	WI_JustDistribution_Ringing
9	LUCS Webconfigurator > Service Workflow Configuration	Go to Services menu and select 'Help Center Incoming’ service Go to Workflow tab, select Workflow Instance 'WI_JustDistribution_Ringing’ and press "SAVE & APPLY"	Service Configuration is opened Changes are applied and saved
10	LUCS Configurator	Go to Workflow → Workflow Instance and configure "WI_GetAgentContext_JustDistribution_Ringing" workflow that has: “Get Agent Context”activity to get context information from all service conversations where Agent1 is involved and store it into parameters configured on the target Service "Help Center Transfer Target" 'Ask for Agent’ activity to request an agent for the specified service from the system ‘Connect’ activity to connect the waiting caller to an agent.	"WI_GetAgentContext_JustDistribution_Ringing"
11	LUCS Webconfigurator > Service Workflow Configuration	Go to Services menu and select 'Help Center Transfer Target’ service Go to Workflow tab, select Workflow Instance 'Help Center Incoming’ and press "SAVE & APPLY"	Service Configuration is opened Changes are applied and saved
12	Service Configuration	Go to Workflow tab, select Workflow Instance "WI_GetAgentContext_JustDistribution_Ringing" and press "SAVE & APPLY"	Changes are applied and saved

Usage Steps:

#	USER ACTION	RESULTS / SYSTEM REACTION
1	Customer1 calls to 'Help Center Incoming’ service, call is assigned to Agent1
2	Agent1 accepts call and talks to the customer	Customer1 is connected to Agent1
3	Agent1 puts the conversation on hold
4	Agent1 makes a direct call to "Help Center Transfer Target" Service, call is assigned to Agent2
5	Agent2 answers the conversation	"Consultation Context" URL is opened in Standard Browser for Agent2 during call from Agent1
6	Agent1 transfers the call to Agent2	Customer1 is connected to Agent2

_UCID

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