UCCX - CAD display

Unanswered Question
Sep 11th, 2009
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Hi


This is for UCCX version 7.0 Premium.


There are 50 DDI that get routed to a group of Agents (who are all in the same CSQ). Each DDI is asscoaited with a different Campaign and the requirement is for the Agent to know which campaign the caller is enquiring about.


Can UCCX be configured so that for each DDI/Application, the Campaign associated with the DDI/Application displays on CAD.


For example DDI 1/Application 1 - Campaign 1 is displayed on the CAD screen.


For DDI 2/Application 2 - Campaign 2 is displayed on the CAD screen....etc


Thanks

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Jonathan Schulenberg Fri, 09/11/2009 - 09:29
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Yes. Within the script you need to assign enterprise data that will be displayed in CAD. It would probably be easiest to use a Match step and match the JTAPI trigger the contact arrived on. The enterprise data variable will show the agent what you set it to when the contact is being offered, assuming you have included in their layout list.


Enterprise Data is discussed within the documentation. There are many threads on here about it as well (run a search). Here's one crash-course response I provided:

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&fromOutline=&CommCmd=MB?cmd=display_location&location=.2cc1c7b2

gsidhu Fri, 09/11/2009 - 11:36
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Thanks - I'll be working on this in a few weeks time.

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