What step in uccx that could show the input numbers/digits of the caller into finesse desktop?

[ccg-collab1]

Hi All,

Is there a step icon in UCCX Script editor wherein caller can input a digits/numbers and UCCX will get that information and show it to the finesse desktop of the agent? For example, Caller will call to our trunkline and routed to the UCCX. Caller will have two choices, if caller has a account number, press 1. If caller has no account number, press 2.

If Caller has account number and press 1, he/she needs to input the account number. After successfully input the number, the call will be routed to the agent with skill for that call and the account number will first show or pop up on the finesse desktop of the agent. 

If Caller has no account number and press 2, it will just route to the agent with a skill for that selection.

Appreciate your advise or if you have a recommended script/call flow step related to this scenario.

Thank you.

[Jinto Alakkal]

Hi you may use getdigitstring step in uccx editor and you can pass it to an ecc variable to display it in finesse agent desktop

go through the below link to set up the ecc variable to pass information to the finesse agent desktop layout.

https://supportforums.cisco.com/t5/collaboration-voice-and-video/configuration-of-call-peripheral-variables-and-the-expanded-call/ta-p/3139041

~please rate helpful posts~

Jinto

[ccg-collab1]

Thanks Jinto. We can only forward digits/numbers right? Can a caller also input letters?

[Jonathan Schulenberg]

Yep, Set Enterprise Call Info step. You can either create an ECC variable in Finesse Admin or use pre-existing Customer Account Number variable, the later has the added bonus of storing the value into the CCDR record for the call.

[ccg-collab1]

Thanks Jonathans. We can only forward digits/numbers right? Can a caller also input letters?

[Jonathan Schulenberg]

The ECC variables support 40 character String values. Without ASR of course you have no mechanism to collect letters directly from the caller though. You can either pass a literal String value based on the numeric input (eg 1 = “Sales”); or, use a SQL query or web service call to lookup a String value based on the numeric input and pass that to Finesse.