This document was generated from CDN thread
Created by: Muhammed Aadhil Abdul Majeed on 06-06-2011 11:57:36 PM
Hi,
In my scenario ive got a CTIOS agent desktop, i want to query a customer billing database ( againt the Customer ANI number) and display relevant fields in the optional variables ( currently these variables are empty in the CTIOS agent) columns of the CTIOS agent.
As of my understanding now i have to modify the source code of the CTIOS agent to establish a data connection with the database and accomplish this.
My question is, is this the only way. cant i perform a query in the ICM and pass the required attributes along with the other ECC variables ( like the calledID ANI CED etc..).
Thanks...
In addition I'd also appreciate it if someone could explain how the ECC variables are assigned from the ICM to the caller agent grid. What i want to specifically know is the correlation between the caller agent grid configuration (in the registry) and how these variables are displayed.
Subject: RE: ECC Variables
Replied by: David Lender on 07-06-2011 01:56:15 PM
Muhammed, yes in order to pass or display your database fields along with the call you need to put them in either 1 of the 10 callvariables or an ECC variable you have defined in the ICM database. ECC variables are configured in the ICM config. Usually this database dip and ECC assignment is performed in ICM scripts (which are outside the scope of this forum).
You can have an ECC variable automatically display in the callappearance grid by modifying the config file on the CTIOS Server. Accomplishing this is explained in the CTIOS System Manager's Guide section on customizing the call grid.
Subject: RE: ECC Variables
Replied by: Muhammed Aadhil Abdul Majeed on 08-06-2011 12:41:12 AM
Thanks for your reply David. Yes I was able to find the dblookup procedure in the ICM scripting guide.
