Adding custom attributes for Genesys Cloud CX links
Configure custom attributes in your computer telephony integration (CTI) link to request the associated data from Genesys Cloud CX. With these attributes, display custom details in the screen pop for incoming calls, allow CSRs to transfer interactions with calls (voice and data transfer), and enable server-side logging in your Pega Call implementation.
framework.js file in the
rule-file-text class, merge it with your developed
framework.js file, and then redeploy your contact center
instance. For more information, see documentation on Adding a private Genesys
Cloud embedded framework integration in the Genesys Cloud
Resource Center.For more information about configuring embedded UI links, including Genesys Cloud CX links, see .
- On the CTI link setup landing page, click the name of your Genesys Cloud CX link.
- In the Connection section, enter the details of the custom
attributes:
Choice Actions Display custom attributes on the screen pop for incoming calls - In the Property field, enter customAttributes.
- In the Value field, enter <comma_separated_list_of_custom_attribites_for_screen_pop>.
Define the details that are required for voice and data transfer - In the Property field, enter customAttributes.
- In the Value field, enter
PT_TransferContext,userCPMInteractionID,userOldCallId.
Note: The PT_TransferContext attribute is defined in Genesys Cloud CX, and Pega Call populates the userCPMInteractionID and userOldCallId attributes.
Enable server-side logging - In the Property field, enter a label, for example, enableServerSideLogging.
- In the Value field, enter true.
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