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

[Ed Leatherman]

That did the trick, thanks Matt and Rasim

On Wed, Apr 16, 2008 at 1:01 PM, Rasim Duric <rduric at uoguelph.ca> wrote:

>  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
>  ------------------------------
>
> *Disclaimer: This e-mail communication and any attachments may contain
> confidential and privileged information and is for use by the designated
> addressee(s) named above only. If you are not the intended addressee, you
> are hereby notified that you have received this communication in error and
> that any use or reproduction of this email or its contents is strictly
> prohibited and may be unlawful. If you have received this communication in
> error, please notify us immediately by replying to this message and deleting
> it from your computer. Thank you. *
>



-- 
Ed Leatherman
Senior Voice Engineer
West Virginia University
Telecommunications and Network Operations
-------------- next part --------------
An HTML attachment was scrubbed...
URL: https://puck.nether.net/pipermail/cisco-voip/attachments/20080416/300791b0/attachment.html