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:
Set "Open in Standard Browser" to "At answer Call" Press "SAVE & APPLY"
| 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 |
Workflow Instances parameters can be configured in Webconfigurator | Go to Workflow → Workflow Instance and configure "WI_JustDistribution_Ringing" workflow that has
| 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
|
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
|
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
Set "Open in Standard Browser" to "At answer Call" Press "SAVE & APPLY"
| 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 |
Workflow Instances parameters can be configured in Webconfigurator | Go to Workflow → Workflow Instance and configure "WI_JustDistribution_Ringing" workflow that has
| 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:
| "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 | UC LUCS Application 034 |