04-26-2006 05:28 AM - edited 03-13-2019 11:43 PM
I am running IPCC Enterprise 7.0. ICM7.0, CAD7.0,CTIOS 7.0, CCM4.1(3)
IP-IVR4.0(3)
When I go into Desktop Admin I configured the agent interface to include the Outbound Option toolbar.I also checked the check box next to the direct preview mode. Everything look ok, but all the Cisco Agent Desktop's Outbound Option toolbar is greyed out.
Is this due to a licensing issue?
Any information would be appreciated.
Thank you.
05-02-2006 04:27 PM
This looks like a bug , you can also try applying CAD 7.0 SR1
08-27-2008 03:54 PM
I just hit this problem. Did any one had resolved this issue?
08-27-2008 09:51 PM
Same problem here on 5.0(1)_Build433. Anyone have a solution?
08-28-2008 06:54 AM
Hi,
After couple of hours after posting this question i figured it out. The issue is with the BA.... ECC variables which i did not configure in CAD admin. This information is avilable in user manual under configuring outbound.
08-28-2008 05:39 AM
Try adding the BAxxx ECC variables to your field list. The desktop will read these variables to enable the toolbar when you receive an outbound option reservation or customer call.
08-28-2008 06:47 AM
Might be CSCsa95194
[1]
Click Locations-> Call Center 1 -> Enterprise Data Configuration -> Enterprise
Data. Now you able to Click Hammer and Screwdriver icon on the upper-left menu bar.
(before this would have been greyed out). Add a Device (and type) for each agent that is
equal to the Agent-DN (see discussion in
CSCsa95194 for VRU port)
[2]
It reads that Cisco ICM/IP Contact Center
Enterprise Edition Release 6.0(0) Outbound Option Setup and Configuration Guide in Chapter 6 did not contain specific instructions on how to add the buttons that are used as part of the PREVIEW_DIRECT_ONLY and PREVIEW_DIRECT_BLENDED OutboundControl variables. These buttons include Accept, Skip, and Reject.
So to "Associating Task Buttons with the Outbound Option Controls":
Click Locations-> Call Center 1-> Desktop Configuration -> Work Flow Groups ->
Agents -> default -> User Interface. Click the Toolbar tab. Choose Task3, Task4,
etc... for implementation of Accept, Reject, or Skip buttons.
- Click Visible.
- Change Hint Text to Accept, Reject, or Skip.
- Customize the icon to represent Accept, Reject, or Skip action.
- Click Add Action.
- Choose Outbound Option tab.
- Click New Button.
- Add the Action Name Accept, Reject, or Skip.
- Choose the Action Type Accept, Reject, or Skip.
Regards,
Riccardo
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