You can display on the agent desktop pretty much everything that happened in the script..

For example, You IVR says "For Sales press 1, For Tech Support press 2". We want to display to the agent what option the caller chose. In order to do that we need 4 steps:

1. Decide what do we want to display and create a variable to store the value. Let's create a value CallCauseID (type string)

2.In the menu step we used to play IVR prompt, in each brunch we set the CallCauseID to the correct value. So in the first branch we use Set CallCauseID ="Sales" and in the second branch Set CallCauseID ="Tech Support"

3. Our next step is to deliver the value of the CallCauseID value to the agent desktop. Use Set Enterprise Call Info step. In this step assing CallCauseID value to CallPeripheralVariable1 (in the genreal tab).

4. The last step is to display the value of the CallPeripheralVariable1 on the agent desktop. Go to Desktop Administrator and under Enterprise Data ->Enterprise Data Configuration modify the Layout(or create a new one - if you need it just for a group of users). You need to add to the layout "Call Variable 1" and that will display the value of the CallCauseID on the agent desktop. Don't forget to logout and login from CAD in order to update the layout.

You can use multiple variables in the same time if you wish.

You can also use this document for reference

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_tech_note09186a00806b136d.shtml

marina