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New Member

CTI Integration with IPCC X

Hello All,

We are using IPCC X 4.0.4 with HA.

We have a database where we have Employee information which needs to be popped up at the agent screen when the call comes to the agent.

We are confused to find the way to do this. Please give us any kind of reference document(s) or any suggestions what so ever so that we can take the inputs from the database and pop that to agent screen.

Thanks in advance!

Regards,

Daljeet

8 REPLIES
Bronze

Re: CTI Integration with IPCC X

New Member

Re: CTI Integration with IPCC X

Hi,

Thanks for looking into this, but i dont think the url is helpfull for us as it dont talk about the way to do this.

We have reffered few documents on CCO but we havent reached on conclusion yet.

Do u have any document which says specifically about IPCC express?

as we have reached the point where we see any static value on the CAD, however when we store some information(after fetching from database say employee number) in local variable and try to push that to CAD we just get blank on data field corresponds to the CAD variable.

Thanks in advance!

Daljeet

Gold

Re: CTI Integration with IPCC X

Daljeet,

You can add more variables that you can populate in your script with the values that you have read from your databases.

You have to use 'Cisco Desktop Administrator'. You must add new variables in 'Enterprise Data Configuration' -> 'Enterprise Data'. Here you can ceate new variables and reference those variables in the Script Editor through the node 'Set Enterprise Call Info'.

With this process, you can populate the new variables with your database data and show the data in Cisco Agent Desktop.

Hope this helps,

Juan Luis

New Member

Re: CTI Integration with IPCC X

Jaun,

This is exactly we are doing, however its not working for us which is real pain.

We have been trying to make this work since 3 days.

Do you have any sample script and some screen captures which can help us out?

We will really appreciate.

Thanks,

Daljeet

Gold

Re: CTI Integration with IPCC X

Daljeet,

You have to place the 'Set Enterprise Call Info' in the 'Connected' branch of the 'Select Resource' node.

Hope this helps,

Juan Luis

New Member

Re: CTI Integration with IPCC X

Yes we have used this exactly the same way.

I would really appreciate if you can provide any kind of sample script integrating with database to do this.

Thanks!

Daljeet

New Member

Re: CTI Integration with IPCC X

Hi Daljeet,

Did anyone ever provide you sample scripts to get this working?

Regards,

Amir

New Member

Re: CTI Integration with IPCC X

Hi Amir, What are you looking for?? are you looking for "Configuration of Popping up data on CAD"?

If You are, I have just now posted the same documents in other thread, please check this.

http://forums.cisco.com/eforum/servlet/NetProf;jsessionid=F32A493A4E13B36544D00F281B2DFC9B.SJ1B?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Contact%20Center&topicID=.ee6fe12&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%...

Thanks,

Daljeet

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