UCCX Outbound Preview Mode - Finesse Pop-Up

[Michael Miu]

Has anyone tried to configure a UCCX Finesse pop-up when a contact is presented to an agent in Preview Mode?  Ideally I'd like to grab the Account Number and then append it to a URL query to pull-up extra data on the customer.

Thanks!

[Deepak Rawat · Accepted solution]

Michael, you will be able to do Finesse popup in case of Direct Preview mode. Simply create a Browser Popup Action by going into Finesse Administration and then apply the same in a Workflow under the below condition:

When to perform Actions : While previewing an outbound call

As far as grabbing the BAAcountNumber and then use it to pull extra data is concerned, then you will need to change the dialing mode to either Predictive or Progressive and do it that way then, not possible with Direct Preview mode. Refer to below thread for more details:

https://supportforums.cisco.com/discussion/13026916/uccx-outbound-ivr-campaign-account-number-baaccountnumber

Regards

Deepak