[cisco-voip] IP Phone agent - screen pop?

[Rasim Duric]

We have been able to accomplish this result by adding the Set Enterprise 
Call Info step  in the script. You’ll need to add the ECC variables which 
were created in Desktop Administrator as the properties for this step. You’ll 
also need a telecaster user as Matt suggested.



We are running IPCCX 4.0.5 Premium  and IP phone agents and hopefully this 
version is similar to UCCX 5 Enhanced.





Rasim Duric

Network Analyst (CCS)

University of Guelph

Guelph, N1G 2W1, ON

519-824-4120x53146

rduric at uoguelph.ca



From: cisco-voip-bounces at puck.nether.net 
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Matt Slaga (US)
Sent: April-16-08 11:03 AM
To: Ed Leatherman; Cisco-VoIP PuckNetherNet
Subject: Re: [cisco-voip] IP Phone agent - screen pop?



This is possible, I have done it before.  However, I am not certain if it 
requires premium or not.  I don’t believe so.



You need to create a telecaster user (same as you would in IPCCE).  (Page 
62)

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/cadenterprise7_0/installation/guide/cad700ig.pdf



You then create a parameter in your script and a new profile in cad 
administrator desktop.  Create a new enterprise parameter and pull this from 
the script.



When a call comes in, you can configure it to show this.  I don’t remember 
all of the details, I did it almost four years ago in CRS 3.x.  Most of it 
is through the Administrator Desktop.









From: cisco-voip-bounces at puck.nether.net 
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Ed Leatherman
Sent: Wednesday, April 16, 2008 10:42 AM
To: Cisco-VoIP PuckNetherNet
Subject: [cisco-voip] IP Phone agent - screen pop?



Hello all,

We just brought up a call center today (UCCX 5 enhanced) primarily using IP 
Phone Agent. So far the main thing that the agents are asking about is some 
way to be able to see what CSQ a call is from when they answer it (they can 
answer from up to three different CSQs). I believe I can push this 
information down as a custom variable so that they can get it from the call 
information screen, but then they have to reach over and hit that button 
every time they get a call.

Anyone ever run into a similar situation? If it turns out that its super 
important for them I can just have them use CAD.. goal was to avoid loading 
any extra apps on their workstations though.

-- 
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations

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