Could anyone clarify why am I getting the port number on preview call instead of customer ANI. This happens only in Finesse 10 and above. But it is working fine in Finesse 9.1. Below is the snapshot of Finesse 10 version.
Because of this issue I could not do screenpop on Preview call based on CLI/ANI.
What does your Call Variables Layout in the Finesse Administration look like?
Technical Leader & Finesse Architect
CBABU - Contact Center Software Development
There is nothing configured in call variable layout, and there is no data from call variable layout. Below is my finesse admin screenshot and the preview call scenario which will help you.
Screen 1: cfadmin page
Screen 2: Preview call - which displays port number during preview to agent (reserved) desktop.
Screen 3: Preview call - answered. Now it displays ANI.
Hence, I need ANI to be displayed during Preview an outbound call.
That's the reservation call from the Dialer, thus you see the Dialer port as the ANI. Until you accept the call and the outbound call is placed there is no customer ANI yet.
yes. you are right. As per preview call explanation, an agent can view the customer information even before he accept the call.
In Finesse 9, It is working.
As stated by dchumbley, Finesse doesn't know about the customer ANI until the outbound call is accepted. As a result, there has not been any change to Finesse. I am not an expert in scripting or outbound, but if there is a way in the scripts to put the customer's phone number in a call variable or ecc variable, you can take that route (customize the call variable layout).
I think Chandra needs something outbound though...not sure if how i have it configured will work for the requirement. Could always just play around with it to see if works.
Is there any way we can send ANI Through ICM Script for Direct Preview Calls to Finesse during Reserve Mode
I have tried to configure call.callinglineid and Dialednumberstring Variables but no data is coming in those variables.
Sorry for the delayed response. I reached out to the Finesse architect for this question as I do not have enough expertise in this area. The architect's response was:
Yes. In UCCE, Agent Reservation leg is same for all type of outbound ( Preview / Direct Preview / Predictive) and you can use 'set_ variable' nodes in Routing script to assign values to call variables and/or ecc variables and its supported.
Also, do note that any custom ecc variables needs to be in the format of user.* to be displayed on the call control layout. The best thing to do to see if it is a layout issue versus a script issue is to take a look at the dialog event being sent to the desktop in the client logs. If you see the key/value call/ecc variable pair, then it is a layout issue. If you do not see the right values, then it is a script issue.
I hope that answered your question.
I also wanted to note that I was incorrect in saying that Finesse doesn't know about the customer ANI until the outbound call is accepted. Apparently it is a CCE bug.
The Finesse architect told me that if you are seeing the dialer port number on the call control gadget rather than the customer ANI, then you should raise an issue with the CCE TAC so that they can provide a workaround.