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- About Bodbol Lyon
07-19-2019
Stats
Member since
04-05-2013
247
Posts
63
Helpful
7
Solutions
02-22-2019
03:48 PM
Do you know anyone of them that are not case sensitive? the position of the function could vary depending on the Agents hence i dont want to leave that to the agent to determine how i route the activity.
... View more
02-22-2019
02:39 PM
Thanks Piyush. I tried using both methods you provided and the one that worked was the first
find(Call.PeripheralVariable2,0)=="Busy" in my case. I tried to use the other one but it didnt seem to match the Busy.
... View more
02-22-2019
02:13 PM
Thanks for the response Piyush. I'm unable to use == because the content contains like a full sentence but only want to check to see if "Busy" is amongst the word so i can use that to determine what is being sent.
My case is not necessarily for a call flow, its more for Email flow because based on the content, i would be setting the skills and routing it out from there.
... View more
02-22-2019
01:56 PM
Working to write a script and i am trying to use the IF node to check content of a variable but not sure how to use the expression contains. So for example i am trying to check "If Call.PeripheralVariable1 contains busy".
Any assistance is greatly appreciated.
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Labels:
02-05-2019
12:12 PM
Does anyone know how to use a permalink to create a gadget for Finesse? I have tried using the CUIC gadget located on https://github.com/CiscoDevNet/finesse-sample-code/tree/master/CUICSampleGadget and changing the permalink on the CUIC.js but the gadget is not displaying anything on Finesse
If i put the permalink on a web browser, it works just fine.
... View more
Labels:
Created by
Bodbol Lyon
in Contact Center
in Contact Center
01-27-2019
09:08 PM
01-27-2019
09:08 PM
You should be able to do this using the Set Variable/Set Enterprise information within the CCX. This would be the same way you use to display the normal variables...
Once you set the variables on CCX, then you will need to go into the CFadmin of Finesse to correlate those variables into the specific layout the agent is using.
You can post the script and once I see the script, I could possibly make that modification.
... View more
01-26-2019
06:16 PM
o have a request that a customer wants to find out if a call has been RONA’d. Once the call has been requeued they would like to populate the name of the Agent that RONA’d the call on Finesse for the next agent receiving the call.
In order to achieve this, I wrote a query against the t_Termination_Call_Detail on the logger to get the AgentSkillTargetID by using the RouterCallKey and RouterCallKeyDay and also the disposition 19 and then use the
AgentSkillTargetID to query the t_Agent table on the logger to get the agents name
The problem with this is that the information is not populating fast enough on the TCD table before the call requeues hence the SQL query shows 0 rows processed.
I am trying to find out if there is a easier way to do this or if there is a Table within the DB that would have the information instantly.
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Labels:
01-23-2019
09:28 AM
Thanks for your response Omar, I have engaged in quite some discussions with eGain and every time i ask them for anything all i hear is that " its not working on 11.6 but we know it works on 12.0". But i don't trust all they say that's why i can't just upgrade the customer to 12.0.
If you don't mind me asking, how do you group activities into cases from an agent perspective? If i go into activity details, i see related cases but i don't see anywhere i can edit or group them together.
... View more
01-22-2019
05:01 PM
Hello, I would like to know if ECE 11.6 can achieve the following:
- Can a search be saved (In EIM when a user conducts a search, the search can be saved). But in looking at ECE 11.6 (ES5), i am unable to find this functionality there. Is this something that needs to be enabled somewhere and if where do you mind assisting?
- Grouping of emails based on related cases opened by the same person or organization. If someone sends a couple of email to the ECE about the same topic. Is it possible to group them together that way they are no multiple cases regarding the same request from the same customer?
- Disable ability to modify Due Date - When an email is received, in the activity details section, it lets you modify the due date. Is it possible to ensure the users (Call center users) are unable to modify the 'Due On" and "Due At"? If not, is it possible in ECE 11.6 to remove this from showing on the activity details?
... View more
Labels:
Created by
Bodbol Lyon
in Contact Center
in Contact Center
12-27-2018
09:57 AM
12-27-2018
09:57 AM
Thanks. That worked.
... View more
12-27-2018
09:06 AM
Thanks for your response David. Please do you mind explaining how I can extract the data from the set value element.
Thus far, I have created the name and value within the set value element. I can see the element seems to be running successfully but I'm not sure how to get my output..
In my case I set my "Set Value Element"
name = strCED
Value = {Data.Element.CED.value}.substring(0,2)
... View more
Created by
Bodbol Lyon
in Contact Center
in Contact Center
12-27-2018
08:19 AM
12-27-2018
08:19 AM
Hello Gouroke,
I don't think I understand what you mean. So once I use the SET Value Element, create a name called "var" with value of
str = {Data.Session.pin};
eval(str.length);
Then how do I get the output put into a session or element data?
... View more
Created by
Bodbol Lyon
in Contact Center
in Contact Center
12-25-2018
06:03 PM
12-25-2018
06:03 PM
Question for you Janine. When you use Set Value with {Data..Session.FullName}.substr(0, {LocalVar.Position});,
How do you go Extract the value that is derived?
Since you set the Position to = {Data..Session.FullName}.substr(0, {LocalVar.Position}); does that mean the result would be stored in the {Data.Session.Position} or like {Data.Element.Set_Value.value}?
... View more
02-22-2019
Do you know anyone of them that are not case sensitive? the position of
the function could vary depe...
02-22-2019
Thanks Piyush. I tried using both methods you provided and the one that
worked was the first find(Ca...
02-22-2019
Thanks for the response Piyush. I'm unable to use == because the content
contains like a full senten...
02-22-2019
Working to write a script and i am trying to use the IF node to check
content of a variable but not ...
02-05-2019
Does anyone know how to use a permalink to create a gadget for Finesse?
I have tried using the CUIC ...
Created by
Bodbol Lyon
in Contact Center
01-27-2019
01-27-2019
You should be able to do this using the Set Variable/Set Enterprise
information within the CCX. This...
01-26-2019
o have a request that a customer wants to find out if a call has been
RONA’d. Once the call has been...
01-23-2019
Thanks for your response Omar, I have engaged in quite some discussions
with eGain and every time i ...
01-22-2019
Hello, I would like to know if ECE 11.6 can achieve the following: - Can
a search be saved (In EIM w...
12-27-2018
Thanks for your response David. Please do you mind explaining how I can
extract the data from the se...
12-27-2018
Hello Gouroke, I don't think I understand what you mean. So once I use
the SET Value Element, create...
12-25-2018
Question for you Janine. When you use Set Value with
{Data..Session.FullName}.substr(0, {LocalVar.Po...
Public Statistics
| Date Registered | 04-05-2013 01:48 PM |
| Date Last Visited | 07-19-2019 11:52 AM |
| Total Messages Posted | 247 |
| Total Helpful Votes Received | 63 |
Helpful Votes Given To
| User | Helpful Count |
|---|---|
| 5 | |
| 5 | |
| 5 | |
| 5 | |
| 2 |
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