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Cisco Agent Desktop Question

Hi Everyone,

 

Our scenario is that we are using two languages in the contact center i.e English and Arabic and we have two CSQ's for sales and support.

There will be same agents attending calls for English and Arabic speaking customers and few agents who will be in both the CSQ's sales and support.

 

I would like to know will the agents be notified that the call is from a customer who has selected language Arabic or English and they have selected the option of sales or support.

If its possible then does it require any special configuration in the scripts. If yes then could you please guide me in this.

 

Thanks Abdul Malik.

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2 REPLIES

Good morning,I would

Good morning,

I would recommend to use the Set Enterprise Info step, setting the value of a Call Variable to either "English" or "Arabic". The values of Call Variables are then presented in the Cisco Agent Desktop.

G.

New Member

Very Good Morning to you

Very Good Morning to you Gergely,

 

I have attached the snapsot of my script.

Could you pls let me knw where the set enterprise info is to be inserted and is it to be inserted seperately for sales, support and the both Arabic and English languages??

Thanks for you expert help.

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