CRS Editor 5.0(2) - Pass a variable info to an agent

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Sep 8th, 2008
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Hello


I have a variable the information stored about a customer's name associated with the calling number, then interact with an SQL database. I want to convey this variable (the name of customer information) to an agente who will answer the call, How Can I do this?


Regards,


Omar

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Jonathan Schulenberg Mon, 09/08/2008 - 18:31
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You use the Set Enterprise Data step to save the variable to an ECC value.


The script would look similar to this:

Start

...logic...

Label: SELECT_RESOURCE_csqID1

Select Resource

--Selected

----Set Enterprise Data

----Connect

------Connected

--------Goto END

------Failed

--------Goto SELECT_RESOURCE_csqID1

--Queued

----...Logic...

...Logic...

Terminate

End


For this to work, you must have already configured the ECC value and a non-default layout list within Cisco Desktop Administrator. Do NOT customize the DEFAULT list as it is subject to get overwritten during an upgrade. See the Cisco Desktop Administrator User's Guide 6.4 for Unified CM for more information on setting up Enterprise Data which starts on page 25.

http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/user/cda/cda64ug.pdf


You can read more information about the Set Enterprise Data step in the Cisco CRS Scripting and Development Series: Volume 2, Editor Step Reference 5.0(1).

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/programming/script_devp/editor_step_ref/crs501sr.pdf

The Set Enterprise Data step begins on page 98 (2-70).


This step is a little confusing to those unfamiliar with it. To get you started:

1) Add the step at the appropriate location (see above).

2) Ignore the General tab. This is used with ICM. Proceed directly to the Expanded Call Variables tab.

3) Add a variable. The most important thing is to map this data to the layout list you created in CDA. The first thing to add is this:

NAME: "user.layout" [including the quotes!]

VALUE: "" [including the quotes!]


Here's where people get turned around: the "value" on this step is the VARIABLE WITHIN YOUR SCRIPT you wish to assign. The "name" on this step is the ECC VALUE NAME you created in CDA.

Always put the Name in quotes.

Put the Value in quotes only if you are assigning a literal value instead of mapping a variable from the script.

Click OK on the warning when prompted.


Lastly, stay away from the System > Expanded Call Variable window within the CRS Editor interface. It creates a .DAT file which must be present whenever the script is edited. If it is missing the values you set in that window will be lost and break the script when someone missing the DAT files saves the script. For UCCX environments, this isn't required (an ICM thing).

vincent.morton Tue, 11/08/2011 - 04:00
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Jonathan,


Thanks for that information, I struggled to find documentation on this feature.


Regards,


Vincent

vincent.morton Tue, 11/08/2011 - 22:05
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Monawar,


That's an excellent document for v4. I needed info for a v8 install but managed to work out what I needed to do from Jonathan's post.


If you have a similar article that's as detailed for v8 you should post it as I'm sure people would benefit.


Thanks,


Vincent

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