01-27-2019 01:42 PM - edited 03-14-2019 06:45 PM
When using CCB in UCCX, where can I post the callers ANI and menu choice selected by caller. I want the agent to know that this is a callback call and the agents can see the number and what queue the caller had previously selected. (I can post the 2 scripts if needed.)
01-27-2019 09:08 PM
You should be able to do this using the Set Variable/Set Enterprise information within the CCX. This would be the same way you use to display the normal variables...
Once you set the variables on CCX, then you will need to go into the CFadmin of Finesse to correlate those variables into the specific layout the agent is using.
You can post the script and once I see the script, I could possibly make that modification.
01-27-2019 11:12 PM
Callers come into the main script first, then if they want to option for a callback they give their ANI to the script. which then confirms number and hangs up. When an agent becomes "ready" the callback script rings the agent phone and the agent presses "1" and the callback is placed to the customers phone. Then is passed back to the first script. I understand the "Set Enterprise Step" I just need to know where to place it and under what tab "general or ecc variable"? I have included the CCB portion (the 2nd script) thanks for helping out.
01-31-2019 11:18 AM
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