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tauqeer.nasir1
Enthusiast

Custome Call Varriables for Agent based outbound call

Hi,

It is possible to show some string value in outbound call variables? Actually, I want to show some messages to help out the agent for outbound calls e.g "This call is coming from ABC contact center and customer needs new connection". 

 

Thanks,

Touqeer

1 REPLY 1
gorourke
Rising star

The Cisco variables you can show on UCCE Dialer calls to an agent are the "BA" ECC variables and are detailed here:

 

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/outbound_option/outboundoption9_0/installation/guide/UCCE_BK_O4A87BBC_00_outbound-option-guide-for-cisco/UCCE_BK_O4A87BBC_00_outbound-option-guide-for-cisco_chapter_010.h...

 

i.e. the main ones you would use are:

BACampaignName 

BAAccountNumber (max 30)

BABuddyName (LastName (20) ,First Name (10))

 

If you cannot put the data you want into account number or the customer name and / or if you want to show some other info from a CRM or some other source, you would need to create a Finesse gadget to do a lookup using the Account number field as the reference ID / key. Then this other data could be displayed to the agent.

 

Regards,

Gerry

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