UCCX 8.0 CAD Desktop Enterprise Display

[lmrscheff]

Would like to be able to see what number callers are calling from so calls can be answered according to that specific location.

For example:

The way calls route today, if I call a specific location and the agent for that location is not available the call then flows to the next available agent.

Would like the next avail agent to know where the call is coming from?

How do I get that to display on the CAD desktop?  Not clear on how to configure this.

Right now I have all the agents in the same queue so no matter what number the caller calls the call flows through the same queue.  It just hits the route point number and that is all that appears on the CAD desktop.

[Robert W. Rogier]

lmrscheff,

     To do the routing you want, you will need to use the Desktop Work Flow Administrator.  Select the "Wrork Flow Groups" from the dropdown and then select the "default" workflow group.  Once you have a good understanding of how this all works you can branch out to other workflows.  Select the specific agent (CAD/BE/IPPA) that you want to modify and then select the "User Interface" section.  In here, select the "Show Data Fields" tab and then add the "Calling#" to the fields.  You can add all you want here as well as setting other enterpise data fields and having them displayed as well.

      To get to the routing to a specific agent group you can do that with the desktop workflows, but it would probably be better to create different CSQs for each area code, or phone number patter you want to handle.  Then use a database to add the number patterns in and do a match in the script to send calls from a specific number patttern to a specific CSQ.  Your DB table structure would be just 3 columns with 1 for a unique ID, one for a number pattern, and one for the name of the CSQ.  Then use the DB lookup to do a "SELECT CSQ FROM NumberRouter WHERE numPattern='Calling#'" (Assumes a lot about your table design there).  Then put the return value into a parameter as the CSQ to route to and you should be good to go.