Need help...

Unanswered Question
Nov 26th, 2008

UCCX 5.0 ... I have a single resource group with all running CAD clients. Contacts are presented a menu of 2 options and I want to notify the agent which option was chosen so they can greet the caller appropriately. All resources within the group can handle calls when either option is pressed, but we would like to have the results show which option was pressed on reporting. What's the easiest, effective way to do this?

Thanks in advance,


I have this problem too.
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jasoninbtr Wed, 11/26/2008 - 09:07

Use the 'Set Enterprise Call Info' step. Under each of your steps you can set a variable then map that variable in the 'Set Enterprise Call Info' step to a name such as 'Call.PeripheralVariable1'. You map these to the agent in the workflow configuration.

Hope this helps.



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