I am trying to use SET Enterprise Call info so when the call rolls back to another queu it shows the the info from the first queue. So example caller goes into the nurse queue and after 6 minutes rolls to the FRONT DESK queue. I want to use the "Set Enterprise call info" to show info from the nurse queue so they know when a call goes to their agent from the Nurse queue. I have it added but not sure what variables to make and then to set in it so it will do this.
I have it under the "Menu" "MON_Fri" option 5 Phone nurse. I have attached the script.
If agents are using CAD, there is a call info window (lower right, if I recall correctly) which lists the CTI RP, queues, and any previous agents that this contact has been through... this works without any particular scripting, it's just a matter of getting your agents to look at it...
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These are the paths to get to each CCX logs through CLI. They may be helpful if you are having issues accessing RTMT or downloading logs through it.
If you want to download them you have to prefix "file get " and you can add one of the options (re...