The information in this document is based on these software and hardware versions:
CVP SIP (Session Initiation Protocol) comprehensive solution with Agent greeting functionality in a PCCE (Packaged Contact Center Enterprise) deployment in a Lab
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
Limitation of Record agent greeting button availabillity on Finesse desktops cause issues with RecordAgentGreeting functionality with Unified CVP.
RecordAgentGreeting controls cannot be enabled from Finesse Desktop Configure Finesse desktop recording functionality by completed these steps after the prerequistie configuration has been completed.
Step I. Navigate to Configuration Manager or UCCE (Unified Contact Center Enterprise) Administration Page depending on your UCCE or Packaged Contact Center Enterprise (PCCE) deployment
Step 2. Create Call Type FinesseAG
Step 3. Create Custom Dialed Number e.g.:66666623 below) and associate the Call type created in Step 2.
Dialed Number is Associated to Call Manager Routing Client
Step 4. Create a CTI (Computer Telephony Integration) Route Point (66666623) on Cisco Unified Communication Manger (CUCM)
Step 5. Associate CTIRP (Route Point) to pguser ( pguser is the application user that you created for your UCCE integration to CUCM)
Confirm CTIRP is registered
This step should be configured as part of the CVP comphrehensive call flow. By default the 8881111000 Route Pattern is used for Agent Greeting
Create Route Pattern 8881111000 on CUCM and associate to the CVP via SIP Trunk
Navigate to the Finesse Agent Desktop and log the agent into Finesse
Make a call to CTIRP 66666623
You may create a PhoneBook entry for agents to easily access the CTIRP using the Finesse Administrationb
Call is connected to RecordAgentGreetingApplicaton
Once the Agent connects to the Agent Greeting Application, follow the instructions from the application to record and save Agent Greeting. The agent greeting will be saved in the FTP (File Transfer Protocol) location configured for CVP.