Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Leaflet

Use the Set Enterprise Call Info step to send data from one part of your system to 
another: 

If your system is a Unified IP IVR one, then from Unified IP IVR to Unified 
ICME. 

If your system is a Unified CCX one, then from Unified CCX to Cisco Agent 
Desktop. 

If your system is a Unified CCX one integrated with Unified ICME through 
the Unified CCGX, then from Unified CCX to Cisco Agent Desktop and 
Unified ICME.

For an example of how to use the Set Enterprise Call Info Step in a script, see the 
chapter on “Designing Scripts for use with the Cisco Application Gateway” in the 
Cisco CRS Scripting and Development Series: Volume 1, Getting Started with 
Scripts.

In a Unified IP IVR system, because this step requires the Unified ICME software 
to receive the caller once the script completes, use this step only for Unified 
ICME VRU scripts and initial scripts, not for default scripts. (See the 
Cisco Customer Response Solutions Administration Guide).

In a Unified CCX system:

Beginning with CRS 4.0, this step should be placed script before the call gets 
connected to an agent. This means the step in the script should be placed 
before the Select Resource Step or in the Selected/Queued branch of the 
Select Resource step.

If call data is set after the call gets connected to the agent, it will not be 
displayed in Cisco Agent Desktop (CAD).

To display a custom layout on CAD: 

Create a new layout in Cisco Desktop Administrator (CDA) by clicking 
the Add button under Layout List.