Set Enterprise Call Info Step

Use the Set Enterprise Call Info step to send data from one part of your system to another:

  • If your system is a Cisco Unified IP IVR, then from Cisco Unified IP IVR to Cisco Unified ICME.

  • If your system is a Cisco Unified CCX one, then from Cisco Unified CCX to Cisco Finesse Desktop.

  • If your system is a Cisco Unified CCX one integrated with Cisco Unified ICME through the Cisco Unified CCGX, then from Cisco Unified CCX to Cisco Finesse Desktop and Cisco Unified ICME.

For an example of how to use the Set Enterprise Call Info Step in a script, see Designing Scripts for use with the Cisco Application Gateway in the Cisco Unified Contact Center Express Scripting and Development Series: Volume 1, Getting Started with Scripts.

Note

In a Cisco UnifiedIP IVR, because this step requires the Cisco Unified ICME software to receive the caller once the script completes, use this step only for Cisco Unified ICME VRU scripts and initial scripts, not for default scripts. (See the Cisco Unified Contact Center Express Administration and Operations Guide).

Note

In a Cisco Unified CCX system:

  • This step should be placed in the script before the call gets connected to an agent. This means the step in the script should be placed before the Select Resource Step or in the Selected/Queued branch of the Select Resource step.

  • If call data is set after the call gets connected to the agent, it will not be displayed in Cisco Finesse Desktop.

  • To display a custom layout on Cisco Finesse Desktop:

  1. Create a new layout in Cisco Finesse Administration by modifying the Finesse layout xml.

  2. In the Expanded Call Variables tab of the Set Enterprise Call Info step, create an ECC variable called "user.layout" and set its value to the name of the custom layout created in (1).

You can set the following enterprise call variables:

  • Call.CallerEnteredDigits

  • Call.PeripheralVariable1 to Call.PeripheralVariable10

  • Call.AccountNumber

  • Expanded Call Context (ECC) Variables

Note

When an enterprise call variable or an enterprise ECC variable is used multiple times in the step, the result will be indeterminate in the following cases:

  • If an enterprise call variable is set multiple times with the same token.

  • If an enterprise ECC variable of type scalar is set multiple times with the same token.

  • If an array element of an enterprise ECC variable of type array is set multiple times with the same token.

The Set Enterprise Call Info customizer window contains two tabs:

  • General Tab (Set Enterprise Call Info Step)

  • Using Cisco Defined Call Variables

  • Expanded Call Variables Tab (Set Enterprise Call Info Step)

  • System Default Expanded Call Variables

  • Using the Parameter Separator

For further information on defining call variables in the Cisco Unified CCX Editor and for a list of call variable types used in Cisco Unified CCX scripts, see Cisco Unified Contact Center Express Scripting and Development Series: Volume 1, Getting Started with Scripts.