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Adding the Media Type to the Work Item Object

To differentiate between the chat and voice workgroups, you must add a new mediaType property because they both use the same driver. Use the following procedure to add the new media type to the work item object. This task is a step in Process of Setting Up Siebel Chat Transfer to Agent or Workgroup.

To add the media type to the work item object

1. Navigate to the Administration - Communications screen, then the All Configurations view.
2. Select the communications configuration record that you want to modify, and then click the Event Handlers tab.
3. Drill down on the ChatAccepted event handler, then click the Associated Event Logs tab.
4. Configure the mediaType parameter for ChatAcceptedLog and ChatTransferAcceptedLog as follows:
   1. Drill down on ChatAcceptedLog or ChatTransferAcceptedLog as required.
   2. Click the Event Log Parameter tab, and configure or add the mediaType parameter with the value shown in the following table.

      Name	Value
      WorkTrackingObj.mediaType	Chat

5. 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"