Not able to see the skill name in the CAD window when an inbound call rings to the agent.

[shivkumar gadad]

Hi,

We have ICM 7.5.6 and CVP 7.02,

Using CTIOS and CAD applications for the agents login,

CTIOS application users getting the skills names, but the CAD users not getting it.

Not able to see the skill name in the CAD window when an inbound call rings to the agent.

When an inbound cal rings to the agent then in the field column of CAD window the skill to which the call is being routed to should be dsplayed.

Skill information we sending it from the Variable1 in ICM,

Under Cisco Desktop Administrator -> Enterprise Configuration - > Enterprise Data - > ICM Call Variable1 is selected for the Layout.

but we still not getting the skill name information in CAD Application at agent desktop.

Regards,

Shivkumar

[Amer rajai Sha'er]

Hello,

What is the CAD version please ?

Amer

[Amer rajai Sha'er]

Hello,

If the CAD server version is not 7.5(6) or 7.5(8) you have another way to show the skill

from the desktop administrator , go to workflow configuration -> worflow groups -> -workflow name - -> CAD Agent -> user interface

The second pane is called show data fields , by the default the skill is not selected so select it and restart the agent.

see the picture attached.

The problem with 7.5(6) and 8 is that there is a BUG with them that the skill is not shown on the avaialble fields and it's not yet fixed on the same version release.

CAD Skill Variable column on the Contact Appearance Pane not available

Symptom: We are unable to display the Skill info on  the Contact Appearance Pane as the skill variable is not available for  selection in the Show Data Fields Tab on the CAD Administrator. Conditions: CAD 7.5(6) and 7.5(8) Workaround: N/A

Amer