Boyd, That auth popup was a bug and should not occur if the server has been updated. i.e. it send the post to the backend server without the end user having to do anything. That is an old post and not accurate. However if your backend server requires authentication - this might be an issue and that would likely require a custom gadget. Gerry ... View more

Denise,   Thanks. And yes - I understand why Finesse doesn't ideally want to keep any state info - but a solution is needed - either by CTI or Finesse.   Looking at this further - we don't need a call ID to link the call. We have the extension number. So if the Calltype changes from a Outbound Reservation Calltype to the "Outbound" Calltype - retain the previous Finesse layout - and do not change back to the default - so slightly easier.   Gerry ... View more

Denise, I have been thinking about this and I believe this might possible to fix in Finesse. To change how CTI works etc. would be a lot of effort - but if the following steps were taken in Finesse code - it might be able fix it? Could someone in Finesse development team review below and see if this was possible? Review the Finesse traces that are located here: https://community.cisco.com/t5/contact-center/finesse-direct-preview-ucce-call-variables-layout/td-p/3574039 The reservation part of the call will have a specific Reservation CallType variable set - such as below: <callType>OUTBOUND_DIRECT_PREVIEW</callType> <name>user.layout</name><value>UCCE.101.callbacks</value> And then when the call is connected (where the layout is not available) - the Calltype changes to Outbound <callType>OUTBOUND</callType> -- No Layout Variable ! -- Finesse code could be developed to do the following: If a Reservation Call (such as above comes in) set the Layout as usual - but also store this layout variable for later. When the next part of the call - Calltype "Outbound" comes in (without the layout) set the 'reservation' layout and i.e. override the standard behaviour - for calls of Calltype "Outbound" The two call legs would need to be able to linked - and since FInesse 11.6 the router call key is available to do this. Not 100% sure if router call key is available for both these call lets and if its the same - but maybe it is and if so - this would be very possible to code. I do not have a trace confirming the router call key is the same for both call legs - if not - maybe there is another way to link to two call legs (reservation and call connect)? Summary of the Logic: Call arrives - Finesse knows this is a Outbound Reservation call - due to the "CallType" so as well as displaying variables as usually according to the layout variable, it also stores the layout variable in memory along with the call' router call key (or some other identifier which means it can link it to the call connect part of the call). When Call Connect part of the dialer call comes in - again it knows this is an Outbound call (which we know will NOT have a layout). So it retrieves the stored layout variable in memory for the matching call ID / Router call key and overrides the default baviour of resetting the layout to the default due to not having the layout variable. The key to this solution is - is that Finesse can link the two call legs. If there is - this approach could achieve the desired results. If I get time - i will do a future trace to confirm if this is 100% possible. Gerry ... View more

Michael,   It is already possible today to have a custom layout during the reservation part of the call. You set the layout variable in the reservation script. The issue is once the call is connected it resets the layout back to the default layout (i.e. layout ECC variable gets cleared).   The feature enhancement should simply be to keep the layout as set in the reservation script.   Gerry ... View more

Denise,   The requirement to show a different layout for different campaigns would be a basic expectation. For Preview and Direct Preview Calls you can set the layout in the ICM Reservation Script, but once the call is connected it reverts to the default. For Progressive / Predictive - agent only will see the call at the connected state - so again they will also see the default.   Are you able to discuss with the BU and see if this feature enhancement is possible to get into CCE 12.5?   Regards, Gerry ... View more

Thanks Paul. Don't know how I missed that one! ... View more