How to use Layout in CAD and also use custom variables in uccx

Unanswered Question
Jul 12th, 2010

Hi,

I am working on the script which should ask the users to enter their phone numbers and once they enter their phone numbers then the same should display on CAD of all the agents.For this I careated a variable in Web CDA->Enterprise Data->Fields and I also created a "layout" in Web CDA->Enterprise Data->Layout List.

Now how to do folowing things

1) Map my local variable in the script to enterprise data variable

2)Map the custom "layout" to CAD to diasplay enterprise data variable

Reagrds

Amit

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Aaron Harrison Mon, 07/12/2010 - 08:04

Hi

You can use the 'set enterprise data' step to set one of custom variable 1-10, caller entered digits, or account number to the value of your variable.

Re: workflows, you can either :

- assign the custom workflow to the agents' via Desktop Administrator

- assign the workflow to the answering agent by using the 'set enterprise data' step to set the workflow by setting the Workflow ECC variable (second tab on the step customizer) to the exact/case sensitive name you used for the workflow.

Regards

Aaron

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amitprshad Mon, 07/12/2010 - 22:52

Hi Aron,

I got your first part where you are asking me to use "Set Enterprise data" and use set of variables 1-10,caller entered digits or the account number to value of my custom local variable but how do I publish the data collected in enterprsie variable on CAD.

What I know is that we can create a "layout " in Web CDA and then assign the variable to be published to that "layout" but how will "layout" map to that agent's CAD and also how will I map the "enterprise variable" to the variable to be published.

Regards

Amit

Gabriel Saavedra Tue, 07/13/2010 - 08:59

Amit,

You need to create the Expanded Call Variable (in CRS Editor go to settings>Expanded Call Variables) the you create a new one, the name is user.layout, the type scalar. After that you use the Set Enterprise Call Info, in the General tab you choose the callvariable that you select from the Desktop Administrator for showing in the CAD. In the Expanded Call Variable you need to choose a variable that has the name of the layout in Desktop Administrator as a value (let say layout default if you haven't create one). then in the name field you choose the user.layout that you created before. The array index is scalar and the token all.

Gabriel.

amitprshad Tue, 07/20/2010 - 04:06

Hi Gabriel,

It somewhat helped me thanks for the same.

One more guide helped me is Cisco Unified Contact Center Express Scripting and Development Series: Volume 1 ,page number 584

Regards

Amit

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