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Beginner

It is possible to see a priority of the call in CAD (UCCX 7.0(1))?

I configured new script there priority parameter of some call is changed to 1. It is possible to see a priority of the call in CAD? Now I see only this parameters:

ANI                95803965
DNIS              5004
Structure        default

Everyone's tags (3)
2 ACCEPTED SOLUTIONS

Accepted Solutions
Highlighted
Enthusiast

Re: It is possible to see a priority of the call in CAD (UCCX 7.

Interesting question, while I am not sure if there is a step that will

return a numerical value for the priority of a caller in queue, you

can get around that regardless. When you increase the priority, have a

string value of say, "High" and pass that along as an ECC.

ex:

Increase Call Priority (Triggering Contact) // all from memory

here, step name is probably wrong

Set strPriority = "High"

Set Enterprise Call Info (strPriority)

etc etc.

Pretty standard stuff, don't worry about making it fancy.

You'll need to modify the default layout (for everyone, otherwise

create one specific for this) via the Web based CDA tool.

Also be aware that should you modify the default layout it will revert

back upon upgrading the system.

On Wed, Mar 23, 2011 at 6:32 AM, andreifokin

Tanner Ezell www.ctilogic.com

View solution in original post

Highlighted
Beginner

Re: It is possible to see a priority of the call in CAD (UCCX 7.

you can create a new enterprise data field from CDA ,then from your script , you can set its value , you can create a voice work flow with rules to test this parameter conditions and create an action accordingly  (i.e. notify to display priority popup message to agent  when in ringing state )

hope this help . haitham

View solution in original post

6 REPLIES 6
Highlighted
Enthusiast

Re: It is possible to see a priority of the call in CAD (UCCX 7.

Interesting question, while I am not sure if there is a step that will

return a numerical value for the priority of a caller in queue, you

can get around that regardless. When you increase the priority, have a

string value of say, "High" and pass that along as an ECC.

ex:

Increase Call Priority (Triggering Contact) // all from memory

here, step name is probably wrong

Set strPriority = "High"

Set Enterprise Call Info (strPriority)

etc etc.

Pretty standard stuff, don't worry about making it fancy.

You'll need to modify the default layout (for everyone, otherwise

create one specific for this) via the Web based CDA tool.

Also be aware that should you modify the default layout it will revert

back upon upgrading the system.

On Wed, Mar 23, 2011 at 6:32 AM, andreifokin

Tanner Ezell www.ctilogic.com

View solution in original post

Highlighted
Beginner

Re: It is possible to see a priority of the call in CAD (UCCX 7.

you can create a new enterprise data field from CDA ,then from your script , you can set its value , you can create a voice work flow with rules to test this parameter conditions and create an action accordingly  (i.e. notify to display priority popup message to agent  when in ringing state )

hope this help . haitham

View solution in original post

Highlighted
Beginner

Re: It is possible to see a priority of the call in CAD (UCCX 7.

I needed to see type of service (client through dtmf ("Menu" function ) chooses needed serivce - ambulance (Priority2) or ordinary medical service (default priority) after that the call regardless of choosed service send to CSQ with appropriate Priority parameter.

Now I create new Enterprise Data Field - user.Service_Type, add new field in default layout.  In script I create new Expanded Call Variables - user.Service_Type and through Set Enterprise Info I set appropriate values in new ECC Variable.

Thank you - it works really

Highlighted
Beginner

Re: It is possible to see a priority of the call in CAD (UCCX 7.

Might you tell me - how I can create popup message?

>>>(i.e. notify to display priority popup message to agent  when in ringing state

Highlighted
VIP Advisor

Re: It is possible to see a priority of the call in CAD (UCCX 7.

You could use the Launch External Application in CDA upone ringing, passing the Priority (or any other enterprise data) to it, and then that external app can pop a window open.  E.g., VBScript that open Internet Explorer.


Anthony Holloway
Highlighted
Beginner

Re: It is possible to see a priority of the call in CAD (UCCX 7.

Hi , 'Agent Notification' Action in CDA --> default --> voice contact work flows , used to be a predefined popup message triggered on  certain rules (i.e. ringing state and the priority is set to 1 ).

let me know if any question . thanks

Haitham

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