Introduction
Use the Set Enterprise Call Info step to send data from one part of your system to another. You can set these
enterprise call variables:
- Call.CallerEnteredDigits
- Call.PeripheralVariable1 to Call.PeripheralVariable10
- Call.AccountNumber
- Expanded Call Context (ECC) Variables
Why ECC?
A peripheral variable can only contain 40 characters, an ECC variable can contain 210 characters. So it gives the user an extra customization abilities which are not possible with the General Call Peripheral variables.
Also, if the requirement for passing enterprise variables is more than 10, then the need for ECC arises.
Prerequisites
Knowledge on the working of the Set Enterprise Call Info Step.
Requirements
Script Editor
UCCX 10.x or later with Finesse
Components Used
UCCX 10.x or Later
Script Editor
Web Browser for Finesse Login.
Configure
Step 1. Define an Expanded Call Variable for the Layout
Create a CCX script with call queuing capability and the Get Call Contact Info and Set Enterprise Call Info steps. As part of the script creation process, define the script variables.
Example CCX script variables.
Navigate to Settings > Expanded Call Variables to create Expanded Call Context (ECC) variables. To distinguish between the multiple layouts created in Finesse, there must be an ECC variable called user.layout. The value for this variable is set with the Set Enterprise Call Info step and that defines which Finesse call variable layout will display the call variables. If no user.layout variable exists, the default layout will be used.
Additionally, any other ECC variables are specified here.
Example CCX script ECC variables.
Caution: If the ECC user.layout variable is configured instead as user.Layout (capital letter L), the custom layout in the Finesse desktop will display on the agent desktop, but the FIPPA phone layout will revert to the default call variable layout.
Caution: If the ECC user.layout variable is not configured, only the default Finesse call variable layout will be used.
Step 2. Collect Call Information
It is common to collect information about the call via the Get Call Contact Info step. In this example, the calling and original called number are collected.
After placing the Get Call Contact Info step, right click on Get Call Contact Info and select Properties.
Define the attributes to collect by mapping the attribute to a variable.
Step 3. Define Call Variables
Set the variables in the Set Enterprise Call Info step. Right click on Set Enterprise Call Info and select Properties.
The following call variables can be set:
-
Call.CallerEnteredDigits
-
Call.PeripheralVariable1 to Call.PeripheralVariable10
-
Call.AccountNumber
-
Expanded Call Context (ECC) Variables
A peripheral variable can only contain 40 bytes, while an ECC variable can contain 210 bytes. An American Standard Code for Information Interchange (ASCII) character is 1 byte in length. Additionally, if more call variables than those predefined in the General tab are needed, use ECC variables.
Note: Call.PeripheralVariableX corresponds to the variable "callVariableX" in the Cisco Finesse Administration page, where X is an integer ranging from 1-10.
In the Expanded Call Variables tab, map values to the ECC variables.
Step 4. Create an Application That Uses the Script
Navigate to the Cisco Unified CCX Administration page > Applications > Script Management and upload the script.
Navigate to the Cisco Unified CCX Administration page > Applications > Application Management and create an application that uses the script. Do not forget to define any necessary script parameters. In this example, the CSQ is a parameter that must be manually input on the application page.
Note: Full configuration of the application, trigger, call control groups, agents, skills, other Finesse configuration, FIPPA, etc is outside the scope of this document. For details on this, refer to the UCCX Administration guides.
Step 5. Configure Finesse Layout
Create a custom layout in the Finesse page by clicking New.
Specify the number of variables and name the variables on the left and right columns.
Specify which variables are passed from the script to be displayed on Finesse. The variable dropdowns contain all variable options that can be passed to Finesse.
To specify ECC variables, select Custom... from the dropdown option:
All user-defined ECC variable names created in any UCCX script must start with user. (read: user<dot>), so the Finesse ECC variable configuration will always have user as the first part of the variable name.
The final configured example layout.
Troubleshoot / Common Issues
- CSCvb21357 - ENH: Finesse Should Have Call.CallerEnteredDigits and Call.AccountNumber
- CSCus04310 - Browser pop workflow fails for Custom ECC variables.
- CSCvm84933 - DOC: The Maximum Length of Peripheral and ECC Variables is Not Documented
- Outbound BA Variables
- Technical Support & Documentation - Cisco Systems
