Display selected options by callers on Finesse interface ( or agent phone)

[TrickTrick]

Hello,

When a call hits the Contact Center, Agents don't know which option has the caller selected after listening to different audio prompts choices ( press 1 for English, press 2 for Spanish and so on)..by default they can see Apllications extions only, is there a way to display the name instead of the extension ? i'm looking for a guide to accomplish this

Thanks

[Jinto Alakkal]

Hi You can actually set ECC variables for this, Consider that you have menu options 1. Sales, 2. Marketing

You can feed it to an ECC variable and can pass that information to Finess Desktop.

https://community.cisco.com/t5/collaboration-voice-and-video/configuration-of-call-peripheral-variables-and-the-expanded-call/ta-p/3139041

The above link clearly explains how to achieve this.

Thanks!

Jinto.

[TrickTrick]

Thanks for the link, the only disturbing thing is the missing screenshots, they're bugged for me :S

[Jinto Alakkal]

Hi,

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/programming/guide/SeriesVol2.pdf go to page 2-50 and it clearly explains how you can send data using ECC variables to Finesse agent desktop, Screenshots from Script editors are there. Hope this helps.