Manage Call Variables Layout

On the Call Variables Layout tab on the Cisco Finesse administration console, you can define how call variables appear on the Finesse agent desktop.

Call Variables

The Finesse agent desktop supports one variable in the header of the call control gadget and up to a total of 20 variables in two columns below the header (up to 10 in each column). You can use call variables, Extended Call Context (ECC) variables, or the following Outbound Option ECC variables.

BACampaign
BAAccountNumber
BAResponse
BAStatus
BADialedListID
BATimeZone
BABuddyName

Columns can be empty.

The following table describes the fields on the Manage Call Variables Layout gadget.

Field	Explanation
Display Name	A label that describes the variable for that entry (for example, Customer Name). The maximum length of this field is 50 characters.
Variable	The name of the call variable or ECC variable that is displayed to the agent. The maximum length of this field is 32 characters.
Delete?	Click the "X" to delete the specified row from the column.

Actions on the Manage Call Variables Layout gadget:

Add Row: Adds a new row to the specified column

Note

The Add Row button is disabled if 10 variables are already configured for the specified column.

Save: Saves your configuration changes
Revert: Retrieves and reapplies the most recently saved call variable layout

Note

When you modify the call variable layout of the agent desktop, the changes you make take effect after three seconds. However, agents who are signed in when the changes are made must sign out and sign back in to see those changes reflected on their desktops.

Configure Call Variables Layout

Note

Cisco Finesse does not support the use of extended ASCII characters required for additional alphabets in the call variables 1-10. You must use only ASCII characters in the 0-127 range. For example, if you set call variable 2 to contain the character à (ASCII 133), it does not appear correctly on the agent desktop.

Procedure

Step 1	In the Call Header Layout area, in the Display Name field, enter the text that you want to appear in the header of the Call Control gadget on the Finesse desktop (for example, Customer Name).
Step 2	From the Variable drop-down list, choose the call variable or Outbound Option ECC variable that you want to appear in the header (for example, callVariable3).
Step 3	In the Call Body Left-Hand Layout and Call Body Right-Hand Layout areas: Click the X beside any row that you want to delete. Click Add Row if you want to add a new row. For each row, in the Display Name field, enter the text that you want to appear on the desktop, and then choose the corresponding call variable or Outbound Option ECC variable from the Variable drop-down list.
Step 4	Click Submit.
Step 5	Click Save.

Add ECC Variables to Call Variables Layout

Note

Cisco Finesse does not support the use of extended ASCII characters required for additional alphabets in the ECC variables. You must use only ASCII characters in the 0-127 range. For example, if you add an ECC variable that contains the character à (ASCII 133), it does not appear correctly on the agent desktop.

Procedure

Step 1

In the header or the row where you want the ECC variable to appear, from the Variable drop-down list, choose Custom.

The Custom/ECC Variable Entry dialog box appears.

Step 2

In the Custom/ECC Variable Name field, enter the name of the ECC variable you want to appear on the agent desktop.

Step 3

Click Set.

The ECC variable now appears in the Variable drop-down list for selection.

Cisco Finesse Administration Guide Release 10.5(1)

Bias-Free Language

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Cisco Finesse Administration Guide Release 10.5(1)

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