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.
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:
You have reached the Cisco Logistics Support Center.. To Check Status of
your RMA, visit Product Returns & Replacements (RMA). Need help? Contact
us by Phone or Email. North Americas Phone: 1800 553 2447 Option 4
Email: firstname.lastname@example.org Europe Phone: +3...
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...