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Home > Archive > Voice over IP Cisco > November 2006 > IPCC: Caller name within Cisco Agent Desktop?
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IPCC: Caller name within Cisco Agent Desktop?
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| Tech Guy 2006-11-17, 7:11 pm |
| Just about to roll out IPCC Express internally for an IT help desk. Most of
my time has been spent learning and playing with the scripting side of
things so far.
In testing my script and using the Agent software I noticed by default it
does not present the agent with a whole lot of info for the call. In fact
it seems to just show the extension number and not the callers name.
Since all the callers will come from an internal source, and use cisco
phones shouldn't CAD be able to show the caller name as well as extension?
Currently the helpdesk all just shares a line, but when a caller calls in
they can at least see the name of whose calling you know "standard cisco IP
phone stuff right" but with the IPCC agent desktop the name does not seem to
show up?
I need to go read more about the agent desktop and how to customize and
configure it but thought I would ask here as well.
thanks!
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| Jonathan Charles 2006-11-21, 1:12 pm |
| You need to modify the Enterprise data in the script to populate a Calling
Name variable
Then you need to open Desktop Administrator and modify the layout to present
this data in the Enterprise Data pop-up window.
Maybe someone else on here can tell you how to populate the variable from
the calling party info.
Jonathan
On 11/17/06, Tech Guy <techguy@gmail.com> wrote:
>
> Just about to roll out IPCC Express internally for an IT help desk. Most
> of my time has been spent learning and playing with the scripting side of
> things so far.
>
> In testing my script and using the Agent software I noticed by default it
> does not present the agent with a whole lot of info for the call. In fact
> it seems to just show the extension number and not the callers name.
>
> Since all the callers will come from an internal source, and use cisco
> phones shouldn't CAD be able to show the caller name as well as extension?
>
> Currently the helpdesk all just shares a line, but when a caller calls in
> they can at least see the name of whose calling you know "standard cisco IP
> phone stuff right" but with the IPCC agent desktop the name does not seem to
> show up?
>
> I need to go read more about the agent desktop and how to customize and
> configure it but thought I would ask here as well.
>
> thanks!
>
> ________________________________________
_______
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
>
>
| |
| Tech Guy 2006-11-27, 7:12 pm |
| Anyone know how to do any of this? I didn't think a script would be
involved, thought it would just be something to do with the desktop
administrator but honestly just not sure about any of this. Hate to be a
bother but I am simply not finding this information through all my various
searches.
On 11/21/06, Jonathan Charles <jonvoip@gmail.com> wrote:
>
> You need to modify the Enterprise data in the script to populate a Calling
> Name variable
>
> Then you need to open Desktop Administrator and modify the layout to
> present this data in the Enterprise Data pop-up window.
>
> Maybe someone else on here can tell you how to populate the variable from
> the calling party info.
>
>
>
> Jonathan
>
> On 11/17/06, Tech Guy < techguy@gmail.com> wrote:
>
>
| |
| Jonathan Charles 2006-11-27, 7:12 pm |
| First, you need to grab this info into a variable, this depends
substantially on the version of IPCC being run (you need to grab this from
the Triggering Contact, and place it into a variable...)
Once you have done that... do this:
Go to the IPCC server, launch Desktop Administrator. Expand Locations and
Expand the server. Click the plus sign on Enterprise Data Configuration,
Click on Enterprise Data.
Under Field List, click Add and add a Field Name and Display Name of the
variable you want to display (the Field Name should be the same as the
variable that has the data you need), make it a Scalar, Click OK. and Click
Apply.
Under Layout List, select the Default layout, and click Edit.
Move the new Field over (from Available Fields) to Fields In Lauout, order
them as you like, Click OK.
Click Apply.
Expand Personnel Configuration on the left, Click on Agents, select the
Agent, Click Properties and change their Work Flow Group to default (if it
isn't already).
Test repeatedly.
Jonathan
On 11/27/06, Tech Guy <techguy@gmail.com> wrote:
>
> Anyone know how to do any of this? I didn't think a script would be
> involved, thought it would just be something to do with the desktop
> administrator but honestly just not sure about any of this. Hate to be a
> bother but I am simply not finding this information through all my various
> searches.
>
>
>
> On 11/21/06, Jonathan Charles <jonvoip@gmail.com> wrote:
>
| |
| Tech Guy 2006-11-29, 7:11 pm |
| I sincerely appreciate the info, very nice and detailed!
I think the part I am having the most problems with is the triggering
contact variable portion. I am running 4.0(3) premium.
I assume this would be the main application script I am using. Within that
script it starts with "Start" then the next is a "Accept (--Triggering
Contact--)
I looked at the properties of this triggering contact, but I don't see
anything really to change or that stands out.
I am a complete noob at this scripting, so forgive me for not following.
If anyone understands what I need to do here in order to try to follow the
rest of the directions below I would greatly appreciate hearing from you.
Appreciate all the help everyone has provided so far! Couldn't have done it
without this list.
On 11/27/06, Jonathan Charles <jonvoip@gmail.com> wrote:
>
> First, you need to grab this info into a variable, this depends
> substantially on the version of IPCC being run (you need to grab this from
> the Triggering Contact, and place it into a variable...)
>
> Once you have done that... do this:
>
> Go to the IPCC server, launch Desktop Administrator. Expand Locations and
> Expand the server. Click the plus sign on Enterprise Data Configuration,
> Click on Enterprise Data.
>
> Under Field List, click Add and add a Field Name and Display Name of the
> variable you want to display (the Field Name should be the same as the
> variable that has the data you need), make it a Scalar, Click OK. and Click
> Apply.
>
> Under Layout List, select the Default layout, and click Edit.
>
> Move the new Field over (from Available Fields) to Fields In Lauout, order
> them as you like, Click OK.
>
> Click Apply.
>
> Expand Personnel Configuration on the left, Click on Agents, select the
> Agent, Click Properties and change their Work Flow Group to default (if it
> isn't already).
>
> Test repeatedly.
>
>
>
> Jonathan
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