i have a few question about scripting in icm/cce
i have some practice in writing basic admin/routing scripts
my company recently installaed an icm/cce 7.5 in a bank for call center and collection purposes... since there is alot of teams doing different tasks i need
multiple Cisco Agent Desktop layouts with different Enterprise data displayed...
i've read a bit about doing this and from what i have found out is that it is done in a routing script... what it doesn't say anywhere is how... and there is not much literature online about scripting for icm/cce
i've tried setting a call variable before i route the call to the skill group as i read in the scripting guide... basicly i created the layout and arranged the data... i created the EntData variable with inedx number 252 and named it the same as an ECC i set um in ICM... and this is prety much where i'm stuck...
so any help about setting a non-default layout in cisco agent desktop with CCE7.5 would be wellcome...
i was also wondering what are the chances of using data from an SQL server and presenting it as enterprise data to agent desktop?
any help is wellcome