IPCC Express - How to write an Entereprise data in a text file?

[doro]

Hi All,

I would like to write an Enterprise data in a text file on the Agent workstation when this one answers a new incoming call?

Thanks,

;-Donatien

[r.siddappa]

Use these steps to launch an external application and need to write a macro.

Setting Up a Launch External

Application Action

Premise

Rock Coast Products wants to set up a task button that automatically launches a

third-party application.

Steps

In this example you set up an action that launches Microsoft WordPad and then

associate the action with a task button on the agent’s toolbar.

1. In Desktop Administrator, click Desktop Configuration—Work Flow

Groups—Agents and select a work flow group.

2. Click User Interface.

3. On the User Interface Setup window’s Toolbar tab, select the task button

you want to configure.

4. Select the Visible check box.

5. Type a brief hint to describe the action (for instance, “WordPad”) in the

hint field.

6. Click Add.

7. In the Select Action dialog, select the Launch External Application tab and

click New.

8. In the Setup Launching External Application Action dialog, enter a name

for the action in the Action Name field and browse to the application’s

executable (Wordpad.exe) in the Application field. Remember that the

application should be located on a network drive so it is accessible to all

agents. If you must use an application located on the agent’s PC, make

sure that the application is accessible by an identical path on each agent’s

PC.

9. If you want, add any of the available arguments to pass to WordPad.

Select the arguments from the right-hand Available Arguments pane and

use the left and right arrows to add or remove them to the left-hand

Arguments pane. Use the up and down arrows to rearrange the order in

which they will appear.

10. Click OK to return to the Launch External Application tab with the new

action highlighted in the list of actions.

11. Click OK to return to the User Interface Setup window.

12. In the User Interface Setup window’s Toolbar tab, the new action is now

associated with the task button you are configuring.

13. Click OK to save the changes.

http://www.cisco.com/application/pdf/en/us/guest/products/ps5368/c1693/ccmigration_09186a008032eb26.pdf

[doro]

Ok, this example associates an action to a Task button on the Agent Desktop's toolbar.

But what I want to do is to write automatically on the answer event, the Customer Account Nr in a text file on the Agent's WS.

This must be totally transparent for the Agent.

This file will be read and actions will be taken later by an other application.

Rgds,

;-Doro

[r.siddappa]

You have to write some Macro to do this action. You can get it by trail and error.

[sthallik]

How about writing a web page to do the job of writing to a text file? You could pass enterprise data as parameters to the URL. then the web page will grab the parameters and write to the text file.

You can define the URL as a macro for the answer event.

[doro]

Hi,

I don't have much experience about http trigger.

Could you develop this or give me some example?

Thanks,

;-Doro

[sthallik]

You don't have to do a http trigger. You will need to get your web programmers write a web page (probably .asp/.jsp page). The webpage will accept the enterprise data as parameters and then will write to a text file. The webpage will be triggered off as a macro for the onanswer or onringing(or whenever you want). This should be done from the CAD Desktop Administrator

Another method is to write a .exe application using VB.NET or java etc to do the same functionality.

[sthallik]

Check out the IPCC Express Scripts repository. There are some webpages and sample scripts etc. You could use the submit_ticket application as an example for triggering the webpage from CAD. There is a .asp page associated with the submit_ticket application which can be a starting point. Beyond that, you will need to get somebody with programming experience to help you.