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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Hahahahaha…Tks will do!<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>:-:gm<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>Grace Maximuangu<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>Voice Solutions Engineer<o:p></o:p></span></p><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>Black Box Network Services<o:p></o:p></span></b></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'>Cell: 213.268.6342<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'><a href="mailto:grace.maximuangu@blackbox.com">grace.maximuangu@blackbox.com</a><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:black'><a href="http://www.blackbox.com/">www.blackbox.com</a> <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:#17365D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><img border=0 width=284 height=57 id="Picture_x0020_1" src="cid:image001.jpg@01CEA300.E3055CB0" alt="bbox logo.JPG"><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>From:</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> avholloway@gmail.com [mailto:avholloway@gmail.com] <b>On Behalf Of </b>Anthony Holloway<br><b>Sent:</b> Tuesday, August 27, 2013 8:23 AM<br><b>To:</b> Grace Maximuangu<br><b>Cc:</b> Ryan LaFountain (rlafount); cisco-voip@puck.nether.net<br><b>Subject:</b> Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><div><div><div><p class=MsoNormal style='margin-bottom:12.0pt'>Grace,<o:p></o:p></p></div><p class=MsoNormal style='margin-bottom:12.0pt'>It's hard to say without digging into the CAD log files; however, at the most basic level, there could have been a defect in CDA for UCCX 5x which was fixed either in, or along the way to, UCCX 7x, and now it's affecting your implementation. This wouldn't be the first time an upgrade to UCCX has broken a customer's environment. Write Document step anyone?<o:p></o:p></p></div><p class=MsoNormal>I look forward to the results of disabling the rule all together. Good luck.<o:p></o:p></p></div><div><p class=MsoNormal style='margin-bottom:12.0pt'><o:p> </o:p></p><div><p class=MsoNormal>On Tue, Aug 27, 2013 at 9:55 AM, Grace Maximuangu <<a href="mailto:Grace.Maximuangu@blackbox.com" target="_blank">Grace.Maximuangu@blackbox.com</a>> wrote:<o:p></o:p></p><blockquote style='border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-right:0in'><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Anthony, Ryan,</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>The interesting thing I found out is that “</span>rule to check for an Account Number which IS NOT in a list, where the list is <NA>”<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>That is exactly how it is working in CCX 5.0, in the existing production environment.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Is there a feature in 7.0.2 that probably is not accepting these values as they are working fine in the previous version. I know the GUI’s look different between the versions.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Perhaps it would help if you guys can explain why these values need to be configured differently or are handled differently in 5x and the new 7x.</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>See Screenshot for Existing 5.0 environment, and that is working fine with no issues</span><o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><img border=0 width=1119 height=638 id="_x0000_i1025" src="cid:image002.jpg@01CEA300.E3055CB0"><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>:-:gm</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>Grace Maximuangu</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>Voice Solutions Engineer</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>Black Box Network Services</span></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'>Cell: <a href="tel:213.268.6342" target="_blank">213.268.6342</a></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'><a href="mailto:grace.maximuangu@blackbox.com" target="_blank">grace.maximuangu@blackbox.com</a></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Calibri","sans-serif"'><a href="http://www.blackbox.com/" target="_blank">www.blackbox.com</a> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Calibri","sans-serif";color:#17365D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><img border=0 width=284 height=57 id="_x0000_i1026" src="cid:image003.jpg@01CEA300.E3055CB0" alt="bbox logo.JPG"></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'> </span><o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'>From:</span></b><span style='font-size:11.0pt;font-family:"Calibri","sans-serif"'> <a href="mailto:avholloway@gmail.com" target="_blank">avholloway@gmail.com</a> [mailto:<a href="mailto:avholloway@gmail.com" target="_blank">avholloway@gmail.com</a>] <b>On Behalf Of </b>Anthony Holloway</span><o:p></o:p></p><div><p class=MsoNormal><br><b>Sent:</b> Monday, August 26, 2013 10:59 AM<br><b>To:</b> Grace Maximuangu<o:p></o:p></p></div><p class=MsoNormal><b>Cc:</b> Ryan LaFountain (rlafount); <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><o:p></o:p></p><div><div><p class=MsoNormal><br><b>Subject:</b> Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working<o:p></o:p></p></div></div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>HI Grace,<br><br>I have been watching your request to see if I could offer any assistance. Today I see your screenshots, so thank you for that. What is the logic behind having a rule to check for an Account Number which IS NOT in a list, where the list is <NA>? Wouldn't just having no rule at all be more efficient and easier to understand? Perhaps it is this rule that is preventing your action from happening. Can you uncheck the "Enable Rule" checkbox to see if it will fire?<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'> <o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>On Fri, Aug 23, 2013 at 3:12 PM, Grace Maximuangu <<a href="mailto:Grace.Maximuangu@blackbox.com" target="_blank">Grace.Maximuangu@blackbox.com</a>> wrote:<o:p></o:p></p><blockquote style='border:none;border-left:solid #CCCCCC 1.0pt;padding:0in 0in 0in 6.0pt;margin-left:4.8pt;margin-top:5.0pt;margin-right:0in;margin-bottom:5.0pt'><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>>>Goto>>>Voice Contact Workflow<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>>>Select Event >>>Answered<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>>>Rules of Event>>>Screen Pop<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>>>Action of Rule>>>Innotrust<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><img border=0 width=923 height=702 id="_x0000_i1027" src="cid:image004.jpg@01CEA300.E3055CB0"><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>>>>Edit Rule Conditions>>><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><img border=0 width=936 height=705 id="_x0000_i1028" src="cid:image005.jpg@01CEA300.E3055CB0"><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'> </span><o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'>:-:gm</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'>Grace Maximuangu</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'>Voice Solutions Engineer</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt'>Black Box Network Services</span></b><o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'>Cell: <a href="tel:213.268.6342" target="_blank">213.268.6342</a></span><o:p></o:p></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'><a href="mailto:grace.maximuangu@blackbox.com" target="_blank">grace.maximuangu@blackbox.com</a></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'><a href="http://www.blackbox.com/" target="_blank">www.blackbox.com</a> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;color:#17365D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'><img border=0 width=284 height=57 id="_x0000_i1029" src="cid:image003.jpg@01CEA300.E3055CB0" alt="bbox logo.JPG"></span><o:p></o:p></p></div></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'> </span><o:p></o:p></p><div><div style='border:none;border-top:solid #E1E1E1 1.0pt;padding:3.0pt 0in 0in 0in'><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b>From:</b> Ryan LaFountain (rlafount) [mailto:<a href="mailto:rlafount@cisco.com" target="_blank">rlafount@cisco.com</a>] <br><b>Sent:</b> Tuesday, August 20, 2013 7:36 AM<br><b>To:</b> Grace Maximuangu; <a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><o:p></o:p></p></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b>Subject:</b> Re: [cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working<o:p></o:p></p></div></div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>Hi Grace, </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'> </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>This sounds like two issues here. The first is that the workflow configuration went missing during the upgrade to 7.0(2). There have been a couple of issues around this, some known like those listed on page 27 in the link below and some unknown where we've never been able to get to the bottom of why workflow information wasn't retained after the upgrade. </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'> </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'><a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad702ccxig-cm.pdf" target="_blank">http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad702ccxig-cm.pdf</a></span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'> </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>The second issue seems to be that even after you've recreated the workflow, the screen pop doesn't work. Can you describe or send screenshots of what the workflow configuration is and what the agent is experiencing when it 'does not work'? </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'> </span><o:p></o:p></p></div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>Thank you, </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'> </span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>Ryan LaFountain</span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>Unified Contact Center</span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>Cisco Services</span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>Direct: <a href="tel:%2B1%20919%20392%209898" target="_blank">+1 919 392 9898</a></span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>Email: <a href="mailto:rlafount@cisco.com" target="_blank">rlafount@cisco.com</a></span><o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'>Hours: M – F 9:00am – 5:00pm</span><o:p></o:p></p></div></div></div></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'> </span><o:p></o:p></p></div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b>From: </b>Grace Maximuangu <<a href="mailto:Grace.Maximuangu@BlackBox.com" target="_blank">Grace.Maximuangu@BlackBox.com</a>><br><b>Date: </b>Monday, August 19, 2013 4:14 PM<br><b>To: </b>"<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>" <<a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a>><br><b>Subject: </b>[cisco-voip] Upgrading from UCCX 5.0.2 to 7.0.2 Screen Pop not working<o:p></o:p></p></div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'> </span><o:p></o:p></p></div><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Please advice, the after the upgrade, workflows had to be manually added, but Screen Pop does not work, I just saw a post on Cisco UCCX forum, please has anyone ran into the issue and how did this get resolved. And any references on how to solve this issue would be highly appreciated<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt;background:white'><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#333333;border:none windowtext 1.0pt;padding:0in'>CAD is only capable of passing enterprise data to another application. It cannot perform database lookups on its own. Your options are:</span><o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px'><span style='font-size:10.0pt;font-family:"Arial","sans-serif";border:none windowtext 1.0pt;padding:0in'>1) If it is browser-based, you can execute an HTTP POST or GET within the integrated browser.</span><o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px'><span style='font-size:10.0pt;font-family:"Arial","sans-serif";border:none windowtext 1.0pt;padding:0in'>2) If the application will accept it, you can pass an IPC call (Inter-Process Communication) to it. This is a formatted UDP packet that CAD would send, typically on a loopback address, to a port the other application is listening on.</span><o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px'><span style='font-size:10.0pt;font-family:"Arial","sans-serif";border:none windowtext 1.0pt;padding:0in'>3) If the action can be repeated with a consistent series of key strokes, you can call a macro to replay that key sequence, effectively paste the data into the correct field, and execute the search.</span><o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px'><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333'> </span><o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px'><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333'>You can use the <a href="http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/user/guide/cda66ug-cm.pdf" target="_blank"><span style='color:#2F6681;border:none windowtext 1.0pt;padding:0in'>Cisco Desktop Administrator User Guide for CAD 6.6 for Unified CM</span></a> as documentation on how to setup workflows within CAD.</span><o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;min-height:8pt;background-repeat:initial initial;word-spacing:0px'><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333'> </span><o:p></o:p></p><p style='margin:0in;margin-bottom:.0001pt;background:white;border-spacing:0px;outline:0px;background-repeat:initial initial;word-spacing:0px'><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333;border:none windowtext 1.0pt;padding:0in'>You will need to use Enterprise Data to pass the caller ID information (or anything else you want CAD to get). This has been covered on the forum many times. Here is one example to get you started:</span><span style='font-size:9.0pt;font-family:"Arial","sans-serif";color:#333333'><a href="https://supportforums.cisco.com/message/1047577#1047577" target="_blank"><span style='color:#2F6681;border:none windowtext 1.0pt;padding:0in'>https://supportforums.cisco.com/message/1047577#1047577</span></a></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Please see the post from Cisco forum <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'>:-:gm</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'>Grace Maximuangu</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt'>Voice Solutions Engineer</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:10.0pt'>Black Box Network Services</span></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'><img border=0 width=284 height=57 id="_x0000_i1030" src="cid:image003.jpg@01CEA300.E3055CB0" alt="bbox logo.JPG"></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.5pt'> </span><o:p></o:p></p><div class=MsoNormal align=center style='text-align:center'><span style='font-size:10.5pt'><hr size=3 width="100%" align=center></span></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:7.5pt;font-family:"Arial","sans-serif";color:gray'>This email and any files transmitted with it are confidential and are intended for the sole use of the individual to whom they are addressed. Black Box Corporation reserves the right to scan all e-mail traffic for restricted content and to monitor all e-mail in general. If you are not the intended recipient or you have received this email in error, any use, dissemination or forwarding of this email is strictly prohibited. If you have received this email in error, please notify the sender by replying to this email.</span><o:p></o:p></p></div></div></div></div></div></div><p class=MsoNormal style='mso-margin-top-alt:auto;margin-bottom:12.0pt'><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net" target="_blank">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><o:p></o:p></p></blockquote></div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div></div></div></div></blockquote></div><p class=MsoNormal><o:p> </o:p></p></div></div></body></html>