UCCX skill based routing

[Sakitha Piyath Sudasinghe]

We have a UCCX deployment with CUCM 11.0.1 and UCCX 11.0.1 with Finesse. Our customer requires a language based IVR. We are planning to do this with skill based CSQs. Three Languages are prompted in the menu. How ever there is a slight problem. Some agents must be used in multiple languages hence they have to know what que/resource the call belongs to in order to provide the greeting in the required language.

Is there any way to achieve this.

Thanks,

Regards. 

[James Hawkins · Accepted solution]

You can map a variable containing the CSQ name from the script to the Finesse desktop and the agent will be able to see which language to use.

Check out the post below to get you started

https://supportforums.cisco.com/discussion/12244661/uccx-where-and-how-set-finesse-callvariable

[Sakitha Piyath Sudasinghe]

I was able to do this using Call variables as discussed in the provided ink.

Thank you very much for the support.