02-23-2017 10:34 AM - edited 03-14-2019 05:04 PM
Hi, everybody,
Now i have a issue. I use uccx 10.5 for a small company.
In finesse desktop page, not display CSQ when has a incoming call.
My uccx have create 3 CSQ : Sale, Support, CustomerCare
IVR script : press 1 to Sale CSQ, press 2 to Support, press 3 to CustomerCare
I want when incomingcall, anybody press 1 or 2, or 3 to those CSQ, and display that CSQ name in finesse desktop page ? (my agent can have 2 CSQ : Support and, Sale, so anybody call to hotline, agent want that call from which CSQ ?)
Thank
Solved! Go to Solution.
02-24-2017 05:44 AM
You'll need to make a few changes to implement this:
02-24-2017 05:44 AM
You'll need to make a few changes to implement this:
02-27-2017 03:24 AM
Thanks Jonathan,
Your reply is very detailed.
I did successfully.
10-14-2018 06:29 PM
How are you doing?
I have problem to do this step. I have an ivr the same as example in uccx, I have "set enterprise Call info", before the Select Resource. I want to show the CSQ NAME and the TRIGGER Number from inbound calls as well as the calling number to use for call-back.
The uccx is 11.6, I have noticed that finesse have "QueueName", and "QueueNumber", but I have no idea how to use it?
Best regards,
10-14-2018 06:47 PM
"QueueName" and "QueueNumber" (introduced in 11.6) are just for the screen-pop in Finesse.
On Finesse, just pick those two fields in your Call Variables layout. If you have custom layouts (per team or something), then you also pass the layout name from the CCX script using ECC variable - default layout is selected in Finesse in case you didn't pass the layout name from the script.
10-15-2018 02:30 AM
hi @Piyush Verma,
I want only display the CSQ name and trigger in Agent Finesse. I do not know use the ECC. Could you share a step by step here?
10-15-2018 07:06 AM
To display queuename on any call variable layout in Finesse- (lets say you currently only have default layout)
1) Go to Call Variables layout tab on Finesse, highlight the default layout and click edit
2) under call header section, you can click "add row", select "queueName" from the drop down. Give any display name you like such as "CSQ" or whatever (display name could be anything).
3) Save it - you're good to go
CUSTOM call variables layout-
On Finesse, you can also define the call variables layout per business group. To do so, first you need to create a custom layout in Finesse - lets say you name it "Test_layout", then add all the desired variables you want to screen-pop on this layout. Because this is a custom layout, you also need to pass the layout name from the CCX script to use this layout for the screen-pop. To pass the layout name from the CCX script, here are the steps
a) In a CCX routing script - under Expanded Call Variables tab of the "Set Enterprise Call Info" Step, create an ECC variable called "user.layout". (Expanded call variables in short are called ECC variables)
b) Set the value of user.layout to the name of the call variables layout that should be used. The layout name should match the name of a call variables layout that was created on the Call Variables Layout tab in Finesse Admin. For this example - you'll set this to "Test_layout".
10-15-2018 01:55 PM
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