Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
7-10
Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 7 Cisco Unified Expert Advisor Option
Characteristics
As described previously, an advisor may or may not be permitted to reject contacts. Advisors who are
not permitted to reject contacts receive only a Contact Offer Notice announcing that the call is coming,
and there is no Contact Offer Request Notice in that case.
not permitted to reject contacts receive only a Contact Offer Notice announcing that the call is coming,
and there is no Contact Offer Request Notice in that case.
The Unified Expert Advisor message sets also contain inbound messages, which are regular-expression
descriptions of the formats that advisors will use to respond to queries. These are also customizable.
Administrators can take advantage of this customization capability to eliminate certain possibilities from
certain expert advisors. For example, if the corporate policy is not to allow advisors to accept calls on
their cell phones unless previously configured by the administrator, then the administrator can remove
the regular expression that describes the format that the advisor would use to specify his cell phone
number.
descriptions of the formats that advisors will use to respond to queries. These are also customizable.
Administrators can take advantage of this customization capability to eliminate certain possibilities from
certain expert advisors. For example, if the corporate policy is not to allow advisors to accept calls on
their cell phones unless previously configured by the administrator, then the administrator can remove
the regular expression that describes the format that the advisor would use to specify his cell phone
number.
The Presence Client as Lightweight CTI Desktop
Many of the messages in a message set incorporate system variables, such as the advisor's name or the
date and time of a call. They can also incorporate data from ContactDetail attributes, which can in turn
come from Unified ICM call or ECC variables or from custom SIP header fields. In this way, the Unified
ICM routing script is able to provide call context information to the expert advisor, and the presence
client becomes something of a lightweight CTI desktop. When the presence client is used in this way,
the following guidelines and conditions apply:
date and time of a call. They can also incorporate data from ContactDetail attributes, which can in turn
come from Unified ICM call or ECC variables or from custom SIP header fields. In this way, the Unified
ICM routing script is able to provide call context information to the expert advisor, and the presence
client becomes something of a lightweight CTI desktop. When the presence client is used in this way,
the following guidelines and conditions apply:
•
Displaying attributes
Generally, attributes in Unified Expert Advisor can be configured as viewable or not viewable by
agents. Those that are agent-viewable are automatically displayed along with the Contact Offer
Request Notice message and the Contact Offer Notice to the expert advisor. In the case of Cisco
Unified Personal Communicator, the message is displayed in HTML form, and the attributes appear
in a standard HTML table below the text of the message. For presence clients that do not support
HTML, the attributes appear in list form.
agents. Those that are agent-viewable are automatically displayed along with the Contact Offer
Request Notice message and the Contact Offer Notice to the expert advisor. In the case of Cisco
Unified Personal Communicator, the message is displayed in HTML form, and the attributes appear
in a standard HTML table below the text of the message. For presence clients that do not support
HTML, the attributes appear in list form.
•
Improving the formatting
As mentioned previously, you can embed any or all of the attributes directly in the content of the
Contact Offer Request Notice or the Contact Offer Notice, adjusting the text as appropriate.
Contact Offer Request Notice or the Contact Offer Notice, adjusting the text as appropriate.
•
Removing attributes from the table
Embedding attributes directly in the message text does not remove them from the HTML table or
list. The only way to remove them is to mark them as not viewable in Expert Advisor Client in the
attribute definition itself. Doing so does not prevent them from appearing in message text content
in which they are explicitly embedded.
list. The only way to remove them is to mark them as not viewable in Expert Advisor Client in the
attribute definition itself. Doing so does not prevent them from appearing in message text content
in which they are explicitly embedded.
•
Preventing duplicate appearances
Note that the attributes table appears in both the Contact Offer Request Notice and the Contact Offer
Notice, so for expert advisors who are permitted to reject contacts, the attributes table will appear
twice. If this is confusing or unwanted, then all the attributes should be declared not viewable in
Expert Advisor Client, and only those that are desired in each message should be embedded in those
messages exclusively.
Notice, so for expert advisors who are permitted to reject contacts, the attributes table will appear
twice. If this is confusing or unwanted, then all the attributes should be declared not viewable in
Expert Advisor Client, and only those that are desired in each message should be embedded in those
messages exclusively.
•
Displaying a clickable URL
When a Cisco Unified Personal Communicator client displays information in the default HTML
form, any text that matches the format of a URL is automatically shown in the form of a clickable
link. Clicking on that link causes the user's web browser to open and display the specified page.
Using this capability, it is quite easy for a Unified ICM routing script to construct a URL based on
form, any text that matches the format of a URL is automatically shown in the form of a clickable
link. Clicking on that link causes the user's web browser to open and display the specified page.
Using this capability, it is quite easy for a Unified ICM routing script to construct a URL based on