Finesse - Direct Preview (UCCE) - Call Variables Layout

[Gerry O'Rourke]

Direct Preview Calls on UCCE for Finesse.

Requirement -  to setup a specific Finesse Call Variable Layout for a specific Campaign.

If you setup a specific Call Variable Layout and assign to the ICM Agent Reservation Script, the agent See the specific Call Variable Layout.

But once the Agent Clicks Accept - the Finesse Agent Desktop screen refreshes and reverts to the default Call Variable Layout - which is an almighty pain.

I can see why this is difficult to correct, but its a feature that should be available.

It would be nice to see this 'feature' on the roadmap for future a future Finesse release?

Gerry

[dekwan]

Hi Gerry,

Finesse picks up the call variable layout from the user.Layout ECC variable. After the agent clicks Accept, does that ECC variable disappear? You can verify that information by looking at the dialog events when the agent gets the outbound call and after they click accept.

Thanx,

Denise