Event Creation in UCCX

[Mohammed Shafeeq Chemban]

Hi,

I am using UCCX 10.0 with Premium License.

I have both Inbound and Outbound.

For Outbound calls, i have to popup the details of customer. I created a HTTP event in the workflow for that in Ringing Event and is working fine.

But i need to popup the details of customer at the time of the Preview to the agents.

But i can see only four options in the list of events; Ringing, Answered, Dropped, Working.

So i cannot create any any actions while Preview.

Can i create Preview event similar to other events. If yes, how?

Please support

[Samuel Womack]

I think what you might be after is the layout list in CAD. Here is a link to the Desktop Administrator Guide where you configure LayOut Lists...in order to pass the data you'll need to use a Set Enterprise Info Step in the CCX Script you are using..passing the appropriate variables..

http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/user/guide/cda100ccxug.pdf

Let me know if this is what you are trying to achieve?

[Mohammed Shafeeq Chemban]

Hi,

Thank you Sam for your reply.

what i am actually looking is not layout list. but voice contact workflow .

i have created workflow for inbound calls and outbound calls separately.

what i need is to create outbound workflow that should be active at the time of preview to the agents

[paulonwude]

Hi Mohammed,

Did you get a workaround for this?

--Paul

[Deepak Rawat]

Hi Paul,

Please use the dialer type as Direct Preview Dialer mode wherein the customer data will automatically pop up when an agent is reserved for the outbound call.

For your reference, I am attaching the design and configuration guides that talk in detail about the Outbound feature

Regards

Deepak

[paulonwude]

Hi Deepak,

Thank you for your response.

i am actually using direct preview but the popup only happens after the agent accepts the outbound call.

Nothing happens during reservation.

--Paul.