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?
Solved! Go to Solution.
Yes you can use a workflow to change the call variable layout when you have the user.layout ecc variable: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1151/Admin/guide/CFIN_BK_C0CD262D_00_cisco-finesse-administration-guide-1151/CFIN_BK_C0CD262D_00_cisco-finesse-administration-guide-1151_chapter_011.html#.... But, since the root of this issue is that the user.layout variable disappears, I am not sure how you will know which layout to use. Maybe your setup isn't super complex and you can hardcode it?
The requirement to show a different layout for different campaigns would be a basic expectation.
For Preview and Direct Preview Calls you can set the layout in the ICM Reservation Script, but once the call is connected it reverts to the default.
For Progressive / Predictive - agent only will see the call at the connected state - so again they will also see the default.
Are you able to discuss with the BU and see if this feature enhancement is possible to get into CCE 12.5?
It is already possible today to have a custom layout during the reservation part of the call.
You set the layout variable in the reservation script.
The issue is once the call is connected it resets the layout back to the default layout (i.e. layout ECC variable gets cleared).
The feature enhancement should simply be to keep the layout as set in the reservation script.
I understand the requirement and the issue that you were facing. I was just answering the direct question of "Can you change the call variable layout with a workflow".
I've already spoken to the BU about this when you first reported it. They came back to the fact that it is documented. From the Finesse side, there isn't anything it can do because Finesse doesn't control the call variables. Finesse's logic is to use whatever variables it is given from the CTI Server. So this issue goes deeper into UCCE.
I see that the new bug CSCvp79634 was opened on the May 20th and is marked as an enhancement. That is the best that can be done.
I will forward this to the Finesse team, but I will say upfront that Finesse intentionally doesn't add a lot of logic for the calls and relies on the CTI server to give them what it needs. If I'm understanding your solution correctly, this would put logic into Finesse for this particular case/scenario. Either way, I will forward this to them for them to take a look.
Thanks. And yes - I understand why Finesse doesn't ideally want to keep any state info - but a solution is needed - either by CTI or Finesse.
Looking at this further - we don't need a call ID to link the call. We have the extension number. So if the Calltype changes from a Outbound Reservation Calltype to the "Outbound" Calltype - retain the previous Finesse layout - and do not change back to the default - so slightly easier.
Another way to achieve this without huge complexity is to be able to configure the Desktop layout is assigned via the the PCCE Campaign GUI setup. When the call connects - Finesse Built in 'Outbound Gadget' uses CCE API to retrieve the config value and so display the variables properly.
So this feature would require
1) a enhancement to Campaign Database table (a single extra field referencing the label ID)
2) Enhancement to PCCE / UCCE outbound Campaign GUI so you can assign the above
3) Finesse Outbound Gadget / Enhancement to Finesse - to retrieve the layout for call types where the CampaignName ECC variable is set (i.e. any outbound campaign calls).
This is a feature that all customers expect to exist in the product.