[cisco-voip] Displaying Custom values in CAD Agent Desktop

[Anthony Holloway]

Shary shary,

You wouldn't want to use the Custom Call Variables (CCV) (1-10), aka Call
Peripheral Variables (CPV) (1-10), for this purpose, unless you also needed
them for historical reporting as well.  The regular Expanded Call Variables
(what you called ECC) would be sufficient, as they still show up in CAD,
but are not written to the DB for reporting.

Whether you need it for reporting or not, the process to display the data
within CAD is very similar, almost down right identical.

There's really three things involved here (and you do it in this order):

1. The creation of Enterprise Fields within CDA (the web one, under
Services Configuration > Enterprise Data > Fields)
2. The create of an Enterprise Layout where you arrange your Enterprise
Fields (or your CCV 1-10 (aka CPV 1-10) if your doing the reporting option)
to your liking (also in CDA web under Services Configuration > Enterprise
Data > Layout List)
3. Storing values in your Enterprise Fields and choosing your Enterprise
Layout within the Script using the Set Enterprise Call Info (SECI) step.

Sometimes there is a fourth step, and that is to restart the CAD Enterprise
Data service, which is non call impacting but for other script/layouts it
will temporarily stop showing them data.  It's kind of trivial, but some
organizations have a zero outage policy.  You'll know if you need to or
not, because after you have completed the above three steps, and double
checked your work, the data will not display in CAD.  This just happens
sometimes.

To set your layout in the script, let's assume you called it "test" in CDA,
you would open the properties on the SECI step and select the second tab
for Expanded Call Variables (what's what all the different names for the
same thing around here? sheesh!).  Then click Add, then the value will be
"test" and the name will be "user.layout".

If you are not using CCV 1-10 (aka CPV 1-10) for reporting, then you would
stay on the second tab for Expanded Call Variables, and click add again,
and add the values and names corresponding to your Script variables (from
your DB dip) and Enterprise Field names respectively.

If you are using CCV 1-10 (aka CPV 1-10) for reporting, then you would
switch back to the first tab of General, then click Add, and in your value
set it to the Script variable holding your DB data, and the name you pick
from the drop down, as CCV 1-10 (aka CPV 1-10).

Hope that helps.

Anthony

On Thu, Aug 2, 2012 at 4:11 PM, shary shary <shaary1 at hotmail.com> wrote:

>  Hi folks,
> I have a customer which wants to display data of 5 different fields like
> customer account, name, package etc on Cisco Agent Desktop, i want to know
> where can i store these values after getting from DB with in the script so
> it can be displayed on Agent Desktop. They have UCCX version 8.5 installed.
> If i store these values in Enterprise variables1 to 5 then how can enable
> them to display on CAD. Appreciate your prompt response.
>
> Thanks
>
> Regards,
> Sheeraz
>
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