Enterprise data can be used to display information associated with an incoming call. During a screen pop of the agent desktop a group of variables are shown. This group of variables is called the data layout and is determined by an ICM script.
A call variable is used to select the layout in the ICM script.
To configure this variable:
- Create a new ECC scalar variable in the ICM configuration
manager
- Delete the existing field with the index 252 in the field
list in the Cisco desktop administrator (CAD) ( enterprise configuration
-> enterprise date )
- Add a new field with an index of 252, beginning with “*.”
without the “user” prefix. The new field must be a scalar variable, not an
array variable.
To create a new data layout:
- Add a new layout in the Cisco desktop administrator (CAD).
( enterprise configuration -> enterprise date )
- Name the new layout
- Select the desired fields (up to 16 fields)
To pass the date from the ICM script you have to put the layout name into the created call variable. When a call is placed, the agent
desktop will show the fields of the selected layout.
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