03-23-2011 06:32 AM - edited 03-14-2019 07:38 AM
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
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03-23-2011 07:21 AM
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
03-23-2011 07:59 AM
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
03-23-2011 07:21 AM
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
03-23-2011 07:59 AM
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
03-23-2011 04:43 PM
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
03-23-2011 04:45 PM
Might you tell me - how I can create popup message?
>>>(i.e. notify to display priority popup message to agent when in ringing state
03-23-2011 07:56 PM
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.
03-24-2011 12:29 AM
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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