Question
Lyance
FR
Last activity: 18 Jul 2017 10:33 EDT
Transfer an interaction into the PopUp
Hello,
Using the CPM Interaction Portal of Pega CPMI, when an agent makes a transfer of an interaction, the second agent that will receive the interaction should have a PopUp that will open the same interaction at the same step where the 1st agent left it.
The current implementation sends the interaction into the 2nd agent Worklist, but I also need it to be opened from the PopUp's "Accept" button.
I already have the scenario of launching the PopUp in the moment of transfer, but how can I associate the interaction?
Thanks,
***Updated by moderator: Lochan to close post***
This post has been archived for educational purposes. Contents and links will no longer be updated. If you have the same/similar question, please write a new post.
Pegasystems Inc.
US
Hello Rim,
If your popup has the item ID, you can probably trace opening the assignment from the worklist and use that as a starting point for opening the assignment off of a custom accept button. I'm not sure if you have timing issues related to the first operator not actually transferring the item until the second hits accept, or still holding on to the lock, so it may not be that easy. Once you have the basic mechanism working, then you can see what you actually trip on and go from there.
Thanks,
Mike
Lyance
FR
Hello Mike,
Well, that is the issue: how to send that ID when performing the transfer? Because, once we got it in the PopUp, the rest is not difficult.
Do you have an idea how to implement this part?
Thank you,
Rim
Pegasystems Inc.
US
Rim,
I don't know the code underlying all of that well enough to give you much specific advice. I'd follow the various messages being passed between the two operators. Clearly something is getting passed. If all the messaging is being done by the telephony code, there may not be anything you can do. If CPM passes a clipboard page then you may be able to add more properties to that page before handing it off. I'd start by tracing what happens when the first user hits the transfer button. What information is passed, and by what mechanism? From there, you can look at the second operator who gets the inbound message. In what manner does the data arrive?
Good luck!
Mike