UCCX 9.02

[Mark Verwey]

I have a UCCX server 9.02, they are wanting to set up an outbound queue.  That in itself is self explanatory, my question is can I set things up just for the outbound dialer to do a screen pop based on either a Name or Account number that is in the CSV file that is uploaded on a web based software application?

Mark

[chrismillion1]

Yes, UCCX populates variables for the Name and Account number from the CSV file that are available to the agent.  I'm using finesse, but there should be something in the Desktop Administrator to display those variables in CAD.

[djlundberg]

You should be able to do that with a Voice Contact Work Flow in Desktop Administrator.  Set it up for outbound calls and then you an filter it on one of the 'BA' Data Fields.

You can find additional information on how this is configured in Cisco Desktop Administrator User Guide/Cisco Unified Contact Center Enterprise and Hosted, Release 9.0 under the Voice Contact Workflow section.

Thanks,

DJ