Hi.

I need connect Preview Contact Media Store and CRM. When it comes to the agent of the Work Item Preview Contact Media Store to open IE window and send it to the address bar of figures from the first contact. The address bar is look like this: http://www.google.ru/search?hl=en&q=%telephone1% . telephone1 - this is the first contact. I'm created a rule:



I do not know which option to use instead telephone1. In the documentation that I have not found. Is it possible to implement? Maybe can solve my problem some other way?

Hi Sergey Nikitin,

Following parameters are supported by Rules plugin for PCMS work item:

•InteractionID
•ConversationID
•CustomerID
•MSQueueID
•ProgramID
•AgentID
•StattionDN
•WorkItem Type


If you are looking for customer Identification you can use %CustomerID%

Hope this resolves your query.

Thanks,
Supriya.

Hi Supriya,

Your answer helped me. But I'm still trying to convey in the CRM client phone number.I did this rule:



Everything works. But there is a Problem, Rule2 works on any outgoing call .And I have to open the CRM only when calling from the Preview Contact Media Store. Can I make Rule2 worked only after Rule1?

LinkedRule does not suit me, because there is not transferred to the phone number clients.

Thanks for your help.

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