I'm trying to configure 2 additional searchable fields (metadata) in Cisco QM. I did this a while back but can't figure out what is wrong this time around. The following was done.
a) IVR script sets the enterprise data to the standard callvar1 & 2
b) Create 2 ipc action (tag & metadata) in desktop workflow where custid & acctno is assigned with callvar1 & 2 respectively. Assign the ipc action to answered & dropped event. Also created 2 task button to trigger the ipc action manually.
c) Define the 2 fields (custid & acctno) with proper field type in QM admin user define metadata
d) When agent answers the call, callvar1 & 2 is displayed accordingly in CAD
e) Call was recorded accordingly but custid & acctno metadata field is always empty. Triggering the ipc action manually through the task button also resulted in the same outcome.
Did I miss out some configuration to make this work?