Agent CCX v5 Screenpop Macro Help

Unanswered Question
Jun 27th, 2008

Hi,

I have seen a change within CCX v5 whereby macro recording within workflow groups appear to have changed, In 4.x we seemed to be able to record a lot more keystrokes and the system allowed us to record a start>run combination to launch an application. This does not work in 5.X and I was wondering if anybody knows how we can acchieve the same results.

What we are trying to do is to launch internet explorer and append the ANI to the URL.

In v5 it appears that it will only allow you to record keystrokes using an open minimized application.

Any help on how we can do this would be much appreciated.

Many thanks

I have this problem too.
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irisrios Thu, 07/03/2008 - 05:18

CAD can be configured using desktop workflows to allow call data to be passed to other desktop applications for an application screen pop. Passing data to other applications is performed through keystroke macros or HTTP put/get commands that are then associated with specific call events such as call ringing. No programming is required to develop a screen pop. Application integration can also be done upon call release to pop open a wrap-up application on the agent workstation

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/design/guide/crs502srnd.pdf

http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/product_data_sheet0900aecd805e72dd.html

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