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

philippe.cousineau · ‎08-08-2012

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 ?

philippe.cousineau · ‎08-08-2012

Oh,

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

=-====

Re: UCCX 8.0(3) CAD Enterprise Data

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 · ‎08-08-2012

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 ) ?

anchoudh · ‎08-08-2012

Hi Philippe Cousineau,

Please refer the section "Layouts" from page 155 onwards in the below link.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf

Hope this helps.

Anand

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