Passing variable to Agent Desktop

[samhopealpha]

HI all

Is there a way or cisco document mentioned that can pass the variable to Cisco Agent Desktop ....???

For example... a customer called to the UCCX, and input the membership ID in the IVR,

Once an agent pick this customer from the queue,

how can the agent desktop retrieve the membership ID

Anybody could help ??? Thanks

Sam

[William Bell · Accepted solution]

Take a look at the "Set Enterprise Call Info" step on page 96 of the following guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx701edstepref.pdf

You may also want to look at page 467 of the following guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/uccx70edgs.pdf

Finally, look at Layouts and Data fields on page 155 of this guide:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf

The basic idea is that you configure a custom layout and leverage custom variables in Desktop Administrator. This will setup the variable names and layout names that you can use with the "Set Enterprise Call Info" step in your CCX script (CRS Editor). I recommend reading up and also searching for "Set Enterprise Call Info" in this forum. The only thing that presented a stumbling block for me was when configuring the "Set Enterprise Call Info" step in a CCX script you have to use quotes around Values and Names column. Even when the Values were variables in your script.

HTH.

Regards,

Bill

[Gabriel Saavedra · Accepted solution]

Hi Sam,

Nice documents from William as always, you should read them all.

Don't forget something very important, the Expanded Call Variables, if you don't create them, then you won't be able to use the layout that you will need to create in the Desktop Administrator, so the variable that you pass to the CAD will never show up. Also be carefull to choose in the Set Enterprise Call Info Step the same call variable that you will choose from the Desktop Administrator.

Gabriel.

[samhopealpha]

WOW ~!  Thanks a lot !!  William and Gabriel~! It really helps, my problem solved !!