Outbound Campaign Predective mode_ notification sound

[Rima]

Hello Team,

Our Customer has UCCE plateform. We have configured an outbound Campaign( Predective mode).The Predictive Dialer transfers the customer to a live agent along with a screen pop to the agent’s desktop. We would like to add a notification sound  with the screen pop.

Any help would be greatly appreciated.

[bill.king1]

Hi, don't your agents get an alert already via the toaster notification when they get calls?

Is this something you're seeing only with dialer/outbound option calls?

You may also find this of interest https://community.cisco.com/t5/contact-center/alert-to-agents-while-previewing-outbound-call-in-uccx/td-p/3333452

[Rima]

Thank You bill.

  Actually ,agents get an alert already via the toaster notification when they get calls but they want to hear sound alert . and yes we  are seeing this only with dialer/outbound option calls

I am not familiar with Api .  I will go and research on this

[senthilnatarajan]

in addition to toaster notification, you can use custom gadget to play a sound through Javascript. you need to look for Call variable as the dialer is trying to make a reservation call and enable the tone to play through desktop speaker when getting to talking state.

check here https://developer.cisco.com/docs/finesse/#!javascript-library

Thanks

Senthil

[grebac.2ring]

Rsalhi,

If you are open to adding a 3rd party solution, the note that 2Ring Gadgets can make this happen via its workflow/orchestrator:

https://www.2ring.com/products/gadgets-for-cisco-finesse-ga/features/orchestrator/ 

Your customer could purchase or subscribe to 2Ring for a particular team only (license filter).

Michal, 2Ring

[Rima]

Hello All,

As per my knowledge, In the predictive dialing mode, the Predictive Dialer transfers the customer to a live agent along with a screen pop to the agent’s desktop. the Screen pop is a popup or it is just the information of the call displayed on the finesse page?  

Thank you for your help

[senthilnatarajan]

before screenpop, there will be a reservation call with Google notification (in my case i am using chrome) which can be controlled by the desktop layout. See attached. Then you get the CTI info from the dialer which can't be edited, which you pasted in your earlier post.

HTH

Senthil

[Rima]

Thank You senthilnatarajan,

Do you know if this google notification is also available for UCCE version 10.5? I know that it is EOL. We are in the process of upgrading the platform..

[senthilnatarajan]

Sorry dude. its been so long so not sure. Hope someone in the community can provide their feedback.

-Senthil