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qdwang
Cisco Employee

ICD Get Enterprise Server Data steps

After reading the online help regarding

ICD Get Enterprise Server Data and

Set Enterprise Server Data steps, i still

do not understand what these two steps do

and how to use them. Can someone hlep to

explain what Enterprise Server field is

and how to use these 2 steps? Some examples will

also be helpful. Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions
yogeswar
Enthusiast

Hi,

Let me explain you with an example.

Assume the call center is for banking sector with the IVR flow as given below

--->Start

--->Play Prompt(Welcome to XYZ banking)

--->Menu (Press 1 for Banking and 2 for Credit Card)

------>Output1

---------->Get Digit String (Enter the Account No)

---------->Other steps

------>Output2

---------->Get Digit String (Enter the Credit No)

---------->Other steps

....

IVR collects the account number or Credit Card number of the caller and provides related information to the caller. If the caller needs more information, they get connected to the available agent. In order to provide the detailed information to the caller, agent requires the A/C number or CC number. Since this information is already collected by the IVR, the same can be passed to Agent and the data can be populated in the enterprise data screen.

In order to pass these data values to the enterprise data screen, one has to use "Set Enterprise Data" step in the script. Correspondingly the enterprise data configuration has to be done in Desktop Administrator.

Flow to use "Set Enterprise Data" is given below

---->Select Resource (Set Connect property as "No")

------->Selected

----------->Set Enterprise Data

----------->Connect

------->Queued

Refer the Desktop Administrator Guide to configure the enterprise data fields

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/cadad455.pdf - Pg.No: 2-3

Also see Tech Tip for "How Do I Setup an Enterprise Data Screen Pop?"

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_qanda_item09186a00801df049.shtml

Get Enterprise Data :

Use the Get Enterprise Server Data step to retrieve an Enterprise Server field and store it in a script variable.

When a call is transferred to an ICD agent with the custom enterprise data, the same will be popped on the Enterprise Data Window. Agents can alter the value of these custom enterprise data fields and transfer back to the aef script. The script can retrieve these values using "Get Enterprise Data" step.

Hope it helps.

Regards

Yogi

View solution in original post

1 REPLY 1
yogeswar
Enthusiast

Hi,

Let me explain you with an example.

Assume the call center is for banking sector with the IVR flow as given below

--->Start

--->Play Prompt(Welcome to XYZ banking)

--->Menu (Press 1 for Banking and 2 for Credit Card)

------>Output1

---------->Get Digit String (Enter the Account No)

---------->Other steps

------>Output2

---------->Get Digit String (Enter the Credit No)

---------->Other steps

....

IVR collects the account number or Credit Card number of the caller and provides related information to the caller. If the caller needs more information, they get connected to the available agent. In order to provide the detailed information to the caller, agent requires the A/C number or CC number. Since this information is already collected by the IVR, the same can be passed to Agent and the data can be populated in the enterprise data screen.

In order to pass these data values to the enterprise data screen, one has to use "Set Enterprise Data" step in the script. Correspondingly the enterprise data configuration has to be done in Desktop Administrator.

Flow to use "Set Enterprise Data" is given below

---->Select Resource (Set Connect property as "No")

------->Selected

----------->Set Enterprise Data

----------->Connect

------->Queued

Refer the Desktop Administrator Guide to configure the enterprise data fields

http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/apps_3_5/english/admn_app/cadad455.pdf - Pg.No: 2-3

Also see Tech Tip for "How Do I Setup an Enterprise Data Screen Pop?"

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_qanda_item09186a00801df049.shtml

Get Enterprise Data :

Use the Get Enterprise Server Data step to retrieve an Enterprise Server field and store it in a script variable.

When a call is transferred to an ICD agent with the custom enterprise data, the same will be popped on the Enterprise Data Window. Agents can alter the value of these custom enterprise data fields and transfer back to the aef script. The script can retrieve these values using "Get Enterprise Data" step.

Hope it helps.

Regards

Yogi

View solution in original post

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