Use the FilterSpec parameter to differentiate between the voice and chat workgroup channels.
- For the Voice workgroup channel, set the following FilterSpec parameter:
FilterSpec = "[@SelectedWorkItem:mediaType] IS NULL"
- For the Chat workgroup channel, set the following FilterSpec parameter:
FilterSpec = "[@SelectedWorkItem:mediaType] = 'Chat'"
For example:
[Command:ConsultativeTransferGroup]
SubCommand_1 = "CompleteConsultativeTransferToPhone"
SubCommand_2 = "ConsultativeTransferToPhone"
SubCommand_3 = "ConsultativeTransferToSROwner"
SubCommand_4 = "ConsultativeTransferToEmployee"
SubCommand_5 = "ConsultativeTransferToCurrentPhone"
SubCommand_6 = "ConsultativeTransferToPopupEmployee"
Description = "Consultative transfer work item"
FilterSpec = "[@SelectedWorkItem:mediaType] IS NULL"
Hidden = "TRUE"