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New Member

CTI Toolkit related query

Hi All,

I have UCCE 8.0 environment.

Normally for our Call Center clients we recieve PSTN calls and do transroute to select the appropriate agent based on the skill of the agents.  Agent recieves the skill details (like country, language or any other options selected during IVR) in PV3 of CTI.

One of our client has a requirement to show country and language details on phone rather than on CTI; because we have seperate DNs for each country and language combination.
So for example, if caller is calling UK English line, we get a specific DN (configured as CTI RP on CUCM); and for such calls, agent's phone should display "UK English".
Is it possible to fulfill such requirement in Cisco (our client has moved from Alcatel and it is possible in Alcatel).  Please advice.

Please also confirm below points regarding CTI Toolkit:
-  if it is possible to modify CTI appearances (like moving displayed values around, i.e., move PV3 in first position)
- if it is possible to save credentials on CTI toolkit
- if it is possible to pop up CTI toolkit when call is presented to agent (Windows 7 OS.) Normally CTI remains minimized when call arrives at agent's desk.

Thanks a lot in advanced.

  • Contact Center

To start with displaying data

To start with displaying data on the phone, it is possible, however not recommended, you would have to create some TCL scripting to do this, don't even try it will be a mess and not worth the effort.

Yes, you can change the apperance of the CTIOS desktop, the installation CD has a .NET, JAVA version and theirs and SDK available.  If you want to move the contents of PV3 to another PV, that's done in the ICM script.

Yes, it's possible to save credentials, you'll have to create your own CTIOS desktop.

Yes, you can pop the desktop, see above.