Alert to agents while Previewing Outbound Call in UCCX

[Moses Ezra]

Hi All,

We have UCCX 11.0 and CUCM 10.5 and we are setting up the preview campaign.

While testing the campaign, dialer dials the contacts successfully and the agent could preview each call and when agent accepts the call , it is reaching out the contacts successfully. Now the point is we would like to include the alert tone to the agent while previewing each call. Gone through the documents it is given that only for predictive and progressive campaign this feature is available. But we need to achieve the same for Preview campaign.

Kindly help me to achieve this feature.

Regards,

Moses

[srirgopa]

I am also looking for a solution for this. I am seeing that it can be done using whisper announcement( customizing the script) or using finesse api but dont have details. If anyone has implemented the same or know of other methods please share.

Thankyou.

[Moses Ezra]

Hi Srirgopa,

I have achieved this using finesse gadget, and used java-script api to give an alert to agent. You can also try the same.

Regards,

Moses

[srirgopa]

Thankyou Moses. Will go and research on this as I have not played with api before.

[Genadi]

Can you please share any resource?

[PTS]

you can check out MARS Agent Greeting solution to solve your requirement.
The solution can play out any pre-recorded prompt/audio to the agent & customer to both incomming calls and outgoing calls( Manually dialledcalls/Campaign calls )

https://developer.cisco.com/ecosystem/cpp/solutions/181073/
https://www.youtube.com/watch?v=DBFV8m-IfjE