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Ask Me Anything - October 2020

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Beginner

UCCX (ECC Peripheral Variables or Get Enterprise Call Info)

Hi,

 

My client is using UCCX 10.5 with CAD (old Cisco Agent Desktop and Supervisor Desktop).

 

On UCCX Script we are getting some data(Get Enterprise Call Info Step) from Agent while he transfers the call back to IVR for some reason.

 

Now client wants to move to UCCX 11.6 with Finesse only.

How to pass data from Finesse to IVR. Could not find how to configure Finesse to use Call Variables.

 

Before I post this, i saw only IVR to Agent inbound call where Agent can make use of Call Variables to understand user input during the IVR Script.

 

Kindly please help me.

1 ACCEPTED SOLUTION

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Beginner

Hi,

 

I found solution for my requirement.

 

I got it from cisoc tac, thanks to them. It was utilizing finesse gadget to edit call variables.

 

https://developer.cisco.com/docs/finesse/#!sample-gadgets/sample-gadgets

 

https://github.com/CiscoDevNet/finesse-sample-code/tree/master/UpdateCallVariableDataSampleGadget

 

This gadget will make the call variables editable once there is an inbound call.

 

Thanks to cisco tac and everyone trying to help me.

View solution in original post

3 REPLIES 3
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Enthusiast

Would it be possible for you to describe what information is passed by agents to IVR and how do they do it on CAD ?

Finesse call variable layout can be utilized to saw data to agent when call is delivered, but you seem to have different requirement ??

Highlighted

Hi Piyush,

 

Here i have attached a doc which shows how Agent can send value for IVR script. 

 

At the script I am using Get Enterprise Call Info step to receive those value for Task 1 or Task 2. Tasks are nothing but functions like Agent forwarding Caller to IVR to give some feedback and similar use case.

 

 

Highlighted
Beginner

Hi,

 

I found solution for my requirement.

 

I got it from cisoc tac, thanks to them. It was utilizing finesse gadget to edit call variables.

 

https://developer.cisco.com/docs/finesse/#!sample-gadgets/sample-gadgets

 

https://github.com/CiscoDevNet/finesse-sample-code/tree/master/UpdateCallVariableDataSampleGadget

 

This gadget will make the call variables editable once there is an inbound call.

 

Thanks to cisco tac and everyone trying to help me.

View solution in original post

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