If "Busy" is present in your string (its case sensitive remember that) - the below expression will return true for sure   find("Busy",Call.PeripheralVariable1)   You can also use this find function to determine the position of that string and then you can use that position in the IF logic as well (such as below). So if my string is "IamBusyToday"    find("Busy",Call.PeripheralVariable1) ==4                          this will return true     ... View more

Actually try this in your IF node   find("Busy",Call.PeripheralVariable1) ... View more

Use a IF node and expression like this  Call.PeripheralVariable1=="Test" ... View more

To display queuename on any call variable layout in Finesse- (lets say you currently only have default layout) 1) Go to Call Variables layout tab on Finesse, highlight the default layout and click edit 2) under call header section, you can click "add row", select "queueName" from the drop down. Give any display name you like such as "CSQ" or whatever (display name could be anything). 3) Save it - you're good to go   CUSTOM call variables layout- On Finesse, you can also define the call variables layout per business group. To do so, first you need to create a custom layout in Finesse - lets say you name it "Test_layout", then add all the desired variables you want to screen-pop on this layout. Because this is a custom layout, you also need to pass the layout name from the CCX script to use this layout for the screen-pop. To pass the layout name from the CCX script, here are the steps a) In a CCX routing script - under Expanded Call Variables tab of the "Set Enterprise Call Info" Step, create an ECC variable called "user.layout". (Expanded call variables in short are called ECC variables) b) Set the value of user.layout to the name of the call variables layout that should be used. The layout name should match the name of a call variables layout that was created on the Call Variables Layout tab in Finesse Admin. For this example - you'll set this to "Test_layout". ... View more

"QueueName" and "QueueNumber" (introduced in 11.6) are just for the screen-pop in Finesse.   On Finesse, just pick those two fields in your Call Variables layout. If you have custom layouts (per team or something), then you also pass the layout name from the CCX script using ECC variable - default layout is selected in Finesse in case you didn't pass the layout name from the script. ... View more