1- I Use CAD (Cisco Agent Desktop) with IPCC Enterprise. I want the agent to transfer the customer call, after asking him some information, to an external number. I want to get the call duration after its transfer to the external number. How can I make this possible?
2- I need to retrieve customer data from external database and display it to the CAD (about 20 fields to display). What are the alternatives to make this possible ?
I am thinking about 2 possible solutions (Application Gateway with ICM or CAD Integrated Browser with web page to display the information). Any suggestion ?
You should do a consult transfer with an IVR and have the ICM leg disconnect before doing the transfer if you wish to hold your reports under control and to provide you the right figures, otherwise you might get numbers that would not match properly the calls treated.
It is easier to use then an integrated browser from CAD to collect the info or place them in whichever workflow/call variable you wnat to retain.
hi aketata, i just wanted to know how you handled the display of information on the cad desktop for the agents since i'm needing to do something like this, byt just need to display the call type for incomming calls
Just configure the layout from Cisco desktop Administrator to display variables on CAD, When you use the step 'Select Ressource', In the 'Selected' exit state, you need to set the layout and use the step 'Set Enterprise Call Info' to pass any parameter you want.
Are you getting this error “Installer User Interface Mode Not Supported. The installer cannot run in this UI mode. To specify the interface mode, use the -i command-line option, followed by the UI mode identifier. The value UI mode identifiers...
The below trick might come handy when you have to add a new node to a cluster but you don't have or is unsure of the security password for the publisher. This procedure has been around for ages.
1) Login into the CLI of the Publisher.