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UCCE Outbound Preview: Layout changed after call connected

Hi all,

 

In my outbound configuration

1. I have created an Outbound layout in Finesse that will be displayed while previewing the record and I'm assigning this in ICM script

2. Once the agent Accepts the call, connects to the customer and connected back to the agent, the layout will change back to the Finesse default layout which is used for Inbound calls

 

Is there a way to maintain the original Outbound layout throughout the duration of the outbound process?

 

Thanks!

-JT- 

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2 REPLIES 2

Re: UCCE Outbound Preview: Layout changed after call connected

Hi,

 Did you find a solution  ? I have tested UCCE / PCCE ver 11.x for Inbound layout is working as expected.

for outbound layout is not working.
Enthusiast

Re: UCCE Outbound Preview: Layout changed after call connected

There is a similar thread going on. Kindly refer below for details

https://community.cisco.com/t5/contact-center/finesse-direct-preview-ucce-call-variables-layout/m-p/3574039

 

Thanks!

-JT-

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