I'm working on an ACD center application that drives displays. When using the CTI message server with UCCE, are there any events sent before a call is assigned to an agent? Such as when a call is assigned to or leaves a skill group or precision queue? Or perhaps when a call enters UCCE? From the documentation, it appears that for UCCE there may be no events for a call other than those associated with a particular ACD agent. Does it make a difference whether I receive all events or start monitors? I do have prior experience monitoring ACD systems which use CSTA III.
Thanks for any help.
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
yes, there are call variables that you can set and access with data for you to use in your solution. Is this what you are looking for?
~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Comments
0 comments
Please sign in to leave a comment.