How to identify which CSQ the customer called in Cisco Finesse.

[ccg-collab1]

Hi All,

We have different CSQ's created in the UCCX and my question is, is it possible for the agent to see what CSQ are being called by the customer before the agent answer the incoming call? because they speak of different spiel to the customer on different CSQ.

Thanks,

Josh

[gnanem]

Try this.

1) Login to Cisco Finesse Administrator.
2)Select 'Call Variable Layout'
3)Under 'Call Header Layout', select Display Name as CSQ and the variable as call variable 1-10. 
4)Now open the Script from which the call is coming and add the 'Set Enterprise Call Info'
5)Once done, make a call and the CSQ Name will be displayed on the incoming call:
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCur18522/?reffering_site=dumpcr

[ccg-collab1]

Hi,

Thank you for your response, we will try implement this tomorrow and will let you know the result.

Thanks!

Josh