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Hi, I am setting up some pre-defined responses for UCCX email and chat and was wondering if the responses can use some variables like agent name etc in the response so the system automatically inserts the agents name. This would allow a common pre...
Hi, I am looking at integrating a virtual agent into UCCX web chat. the scenario is as follows:Customer is asking the virtual agent questions and gets to a point were they need to escalate to a live agent. the Virtual agent checks for the availabi...
Hi,I am looking at creating a script which uses the caller ID number of an external caller to lookup a XML file and then sets a name associated to the caller id to a variable.Once the name has been looked up I would like to redirect the call to a CCU...
Hi,I am trying to get UCCX to contact a SOAP web service so that I can make routing decisions based on the SOAP response. But as I have virtually no experience with SOAP/XML I am struggling a bit.below is the SOAP command that I am trying to send to...
Hi Jonathan, did you ever sort this out ? I have a similar requirement to obtain real time chat data out of UCCX, Finesse, or social miner so that I can change the way a web site interacts with customers based on agent availability.Darren
