Agent UCCX display

Unanswered Question
Jul 26th, 2010

Can be displayed in the agent,  when it receives the call, the script menu options were selected? What can i do to do this?

I have this problem too.
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Michael Odom Mon, 07/26/2010 - 09:16

You can, but it does require a little bit of scripting.  Basically you will use the Set Enterprise Call Info step and assign the information to one or more Call.PeripherialVariableX.  You will also need to use the Desktop Administrator to assign the variable to the Agent Desktop software.

IPCC Editor Step Reference (start about pg 96)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx701edstepref.pdf

Desktop Administrator User Guide (start about page 126)

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

Gabriel Saavedra Mon, 07/26/2010 - 18:35

When you use the menu step to make the callers to choose an option, then you can use the "set" step to store the option in a variable and then push that variable in the CAD with the information that Michael had posted.

Start

Accept

Menu

     First Option

          set = "MenuOption1"

     Second Option

          set = "MenuOption2"

Set Enterprise Call info

Select Resource

End

Gabriel

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