Get CSQ name display in finesse desktop agent when incoming call

[vinhsam1009]

Hi, everybody,

Now i have a issue. I use uccx 10.5 for a small company.

In finesse desktop page, not display CSQ when has a incoming call.

My uccx have create 3 CSQ : Sale, Support, CustomerCare

IVR script : press 1 to Sale CSQ, press 2 to Support, press 3 to CustomerCare

I want when incomingcall, anybody press 1 or 2, or 3 to those CSQ, and display that CSQ name in finesse desktop page ? (my agent can have 2 CSQ : Support and, Sale, so anybody call to hotline, agent want that call from which CSQ ?)

Thank

[dekwan · Accepted solution]

Hi Lam,

Finesse doesn't have the information of which CSQ the call came from. The only way to add it to the Finesse desktop is to set one of call variables (or ecc) with the CSQ name in the IVR script and display it using the call variables layout.

Thanx,

Denise

[dsobrinho]

Hi @dekwan,

Can you share the steps to edit in the script ivr?

Thank you.

[dekwan]

Hi Daniel,

My expertise is more on the Finesse side, so unfortunately I do not have a sample script for this. There are a few sample scripts in the UCCX sample code here: https://github.com/CiscoDevNet/uccx-sample-code

I am not sure if what you need is available there.

Thanx,
Denise