05-10-2011 05:45 AM - edited 03-14-2019 07:53 AM
Hi all,
I'm trying to find out how (if possible) can i get the agent's extension number before/after i present the call to that agent. Here i'm using CSQ/skill based routing and not dedicated agent.
The intention is to collect information about the agent (i.e. extension, agentid) who's going to get the call and use that information once the agent answers the call. Is there any object within script editor which allows me to do that?
Thanks!
-JT-
Solved! Go to Solution.
05-10-2011 08:08 AM
On your Select Resource step, set Connect = No, and then create a User type variable to store the reserved agent data in. You can then use the Get User Info step to pull various info. The Identifier will be their username as a String, and you'll either have an Extension or both Extension (directory) and Agent Extension (ACD line) available. After you've pulled this info and done what you needed, use the Connect step with that User object to connect the caller.
Tips:
FYI, if you're looking to play an agent intro or something ("Please hold, John Smith will be right with you") take a look at the spoken name upload and retrieval steps, which have taken care of some of this work for you.
05-10-2011 08:08 AM
On your Select Resource step, set Connect = No, and then create a User type variable to store the reserved agent data in. You can then use the Get User Info step to pull various info. The Identifier will be their username as a String, and you'll either have an Extension or both Extension (directory) and Agent Extension (ACD line) available. After you've pulled this info and done what you needed, use the Connect step with that User object to connect the caller.
Tips:
FYI, if you're looking to play an agent intro or something ("Please hold, John Smith will be right with you") take a look at the spoken name upload and retrieval steps, which have taken care of some of this work for you.
05-11-2011 02:52 AM
Nice! Worked beautifully...
01-24-2016 04:12 AM
Thanks jasyoung...
It worked perfectly well for me also.
02-19-2016 05:27 AM
Hi Mohammed,
I am trying to do something similiar. What I want is to get agente info(UserID, Extension) and pass to another survey script for reporting analysis. I am using the Get User Info step while scripting but it is not working fine, I get a error message while reactive debugging.
Any help will be much appreciate.
Regards,
Luís.
02-19-2016 07:25 AM
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https://supportforums.cisco.com/discussion/12918876/how-use-get-user-info-step-while-scripting-uccx-106#comment-11167141
Regards
Deepak