The USD Accelerator – Technical Guide, Saved Sessions

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  • Saved Sessions

Saved Sessions

When we start working on a customer many tabs maybe opened. The save session button allows the agent to save the current session and reopen. This may be useful if a session needs to be saved prior to a break. Or maybe another operator (manager) would need to open the session later.

The design concept here is to also support the transfer of desktop along with a phone call. Say someone wants to talk to a manager. Being able to save and re-open the current session quickly would become a useful feature. (Extensions you could build connected with CTi may actually support the complete transfer of call and desktop. But that would be dependent on the capabilities of the specific PBX in use.)

When in a session agents can use the save and close button. This closed the session (as clicking “x” on the session tab would) and additionally creates a saved session record.

Agents can access the saved sessions option from the search menu, as shown below. Opening a saved session will reopen all of the tabs previously opened.

The Save Sessions option can be enabled / disbaled using a UII Option called “UseSaveSession”.

A custom entity is used to hold the saved session data, its schema name is “neil_savedsession”.

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