08-02-2018 07:49 AM - edited 03-14-2019 06:22 PM
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
08-02-2018 12:59 PM
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.
The above link clearly explains how to achieve this.
Thanks!
Jinto.
08-02-2018 02:07 PM
08-07-2018 07:26 AM
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.
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