cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
315
Views
0
Helpful
2
Replies

UCCX IVR

anis_cisco
Level 1
Level 1

 

Hello,

We are deploying IVR on UCCX 9.0 at one of our customer.

Along with UCCX 9.0 customer has AQM (Advanced Quality Manager), WFM (Work Force Management).

Cutomer requirement is when caller calls IVR there is an prompt in IVR to enter 10 Digit ID Card Number, when caller will enter Card Number this 10 Digit Card Number should display on Agents Desktop.

Is it duable through UCCX 9.0, AQM, WFM & Desktop Agent ?

Can any body advise what needs to done to achieve this.

Regards,

2 Replies 2

Gergely Szabo
VIP Alumni
VIP Alumni

Hi, yes, absolutely.

In your call routing script within UCCX, you might probably use a call variable - there are 10 callvariables by default, but you can also use Expanded Call Context variables, it's basically the same -, at some point you'll assign the card number to this variable, and finally, present the value of this call variable in the agent desktop.

G.

Hello Gergely,

Thanks for the confirmation. I haven't started work on Script. I will start it soon & will update you.

Kind Regards,

 

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: