When using CTI Message server with UCCE, are there any events generated before an agent receives a call?
I'm working on an ACD center application that drives displays. When using the CTI message server with UCCE, are there any events sent before a call is assigned to an agent? Such as when a call is assigned to or leaves a skill group or precision queue? Or perhaps when a call enters UCCE? From the documentation, it appears that for UCCE there may be no events for a call other than those associated with a particular ACD agent. Does it make a difference whether I receive all events or start monitors? I do have prior experience monitoring ACD systems which use CSTA III.
I have the same problem, I'm getting events only when calls are ariving to the agent.
But when call variables are updated in the ICM script and even if i set CTI_SERVICE_ALL_EVENTS and CALL_DATA_UPDATE_MASK for the Call-Event Message masks i'm not recieving variable update messages I also tried the BEGIN_CALL_MASK but nothing is recieved, I only have CGs installed on PGs servers do I need to install a CG on the Rogger for these events?
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I think I found another one. For brevity, I'm stripping the soap headers.First, I'm creating a new line using addLine <line>
I need to have a notepad with some saved text to pop up with an incoming call hit to our call center. I am aware of the thick client screen pop gadget, I am working on seeing we can change that to fit our needs. I am unsure to change to get this working