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Screen Pops w/ IPCCX?

Where can i configure screen pops for both agents and supervisors. Cannot seem to find it.

Thanks in advance.

1 REPLY
VIP Super Bronze

Re: Screen Pops w/ IPCCX?

If a supervisor takes a call with CAD, workflow rules apply to them just like an agent.

CSD also has some workflows which are explained starting on page 56 of the CSD user guide.

Cisco Supervisor Desktop User Guide for CAD 6.6 for Unified CM: http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/csd66ug-cm.pdf

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