Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 
New Member

CAD Voice Contact WorkFlow Action

UCCX 9.0.2

Prem Cad Agent

I'm trying to set a CAD Agent / Voice Contact Work Flow / Agent Notification.  I'm having a difficult time understanding the setup of Rules / Variables to trigger the action.  The Data Field shows all the system variables(Called#, Calling#...etc) and also the custom fields I added(DNIS, CSQ...etc)  I can trigger the event if I do a (Calling# - Is not Empty).  So I know the action will work.

Basically I want to perform an action based one of the following variables defined in the script: DNIS, or CSQ

DNIS = 1111

CSQ = Support

Defined Layout: Collections

My script has variables defined for each of these.  How are these variables setup and passed to the CAD agent so that I runs a condition against one of these variables and trigger the defined action.

VIP Super Bronze

CAD Voice Contact WorkFlow Action

How are these variables setup and passed to the CAD agent

The script will have a Set Enterprise Data step within it. If the script is from the 4.x days, this step will be within the Select Resource > Selected branch before a Connect step. In current releases, including 9.x, you can place the step anywhere within the script prior to the Select Resource step.

Take a look at an admittadly old but still mostly relevent response I provided to walk someone through this step within a script:

Please remember to rate helpful responses and identify helpful or correct answers.

CreatePlease to create content