UCCX 8.x - how to associate a layout to an agent

Unanswered Question
Aug 8th, 2012
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Hi,


not too user friendly this version... Im pretty lost between the desktop admin ( software ) and desktop admin web page.


Basicly, I try to create different button layout for 2 different department.


So Ive been in the Desktop Admin (web) and created a DepartmentA  layout list and .....I have no idea how to associate it with an agent ?


anyone ?

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philippe.cousineau Wed, 08/08/2012 - 08:01
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Oh,


i saw that.  --- https://supportforums.cisco.com/thread/2066122


=-====

Hi,


The layout the agent sees depends on the call coming in rather than configuration on the agent. The layout is set in the script using the Set Enterprise Call Info step.


To display a custom layout on CAD:
a. Create a new layout in Cisco Desktop Administrator (CDA) by clicking
the Add button under Layout List.


b. In the Cisco Unified CCX workflow, in the Expanded Call Variables tab
of the Set Enterprise Call Info step, create an ECC variable called
"user.layout" and set its value to the name of the custom layout created
in (1).


This is from page 99-100 in the Editor Step Reference-

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/user/guide/uccx801_step_ref.pdf




philippe.cousineau Wed, 08/08/2012 - 08:28
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Anyone know,  why when the phone ring it shows the default layout.

When I answer the phone it shows the right layout ?


is there two different layout ( ready vs on call ) ?

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