Contact Center Express

Answered Question
Jun 8th, 2010

A call comes into the CCX IVR when the come in they are prompted for thir SS# or Members number.  When the agent recived the call we need to auto pouplate the ss feild or the member number feild in the AS400 IBM terminal emluator. 

We need to verfy they are on the correct AS400 screen (there is a unique ID) and then paste either the ss or member id on the correct line.

How can we do this with CCX.    

I have this problem too.
0 votes
Correct Answer by Anthony Holloway about 6 years 6 months ago

You will need to use the Macro action in CDA.  Have you done this before?

Here is the guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf

And here is the line that would be the most tricky:

[APPLICATION:WINDOW_CLASS=WINDOW_TITLE]

Where WINDOW_CLASS is the class of window, and WINDOW_TITLE is the full or a partially matching string of the title.

To get the proper WINDOW_CLASS, you can rely on CAD to auto populate it for you, or you can use a Window Spy utility.  There is one included in Auto Hot Key.

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 5 (1 ratings)
Loading.
Correct Answer
Anthony Holloway Tue, 06/08/2010 - 09:01

You will need to use the Macro action in CDA.  Have you done this before?

Here is the guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf

And here is the line that would be the most tricky:

[APPLICATION:WINDOW_CLASS=WINDOW_TITLE]

Where WINDOW_CLASS is the class of window, and WINDOW_TITLE is the full or a partially matching string of the title.

To get the proper WINDOW_CLASS, you can rely on CAD to auto populate it for you, or you can use a Window Spy utility.  There is one included in Auto Hot Key.

Actions

This Discussion

Related Content