I'm trying to configure 2 additional searchable fields (metadata) in Cisco QM. I did this a while back but can't figure out what is wrong this time around. The following was done.
a) IVR script sets the enterprise data to the standard callvar1 & 2
b) Create 2 ipc action (tag & metadata) in desktop workflow where custid & acctno is assigned with callvar1 & 2 respectively. Assign the ipc action to answered & dropped event. Also created 2 task button to trigger the ipc action manually.
c) Define the 2 fields (custid & acctno) with proper field type in QM admin user define metadata
d) When agent answers the call, callvar1 & 2 is displayed accordingly in CAD
e) Call was recorded accordingly but custid & acctno metadata field is always empty. Triggering the ipc action manually through the task button also resulted in the same outcome.
Did I miss out some configuration to make this work?
We experienced something similar to this when our agents would hang up first. We found that by letting the caller disconnect the call, then the metadata would appear. We were also able to get the metadata to appear by adding another button, but I can't remember what the action was for it. Our agents found it cumbersome and decided to just let the caller hang up first.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...