The issue I have is with the turret display on the Avaya. The call is being delivered by the ICM and we we can see that the ICM is passing the variable data across to the Avaya ACD but we are unable to get this data to replicate to the agent's turret. On an Aspect you define a step in the CCT to accept the variable information but on an
Avaya we are unable to determine which(if any) logic steps are required at vector level to 'accept' the variable data and how we can use this step to pass the data across to the agent's telset.
The Cisco ICM GED(General Engineering Document) for an Avaya ICM deployment states that it should be possible to pass this information across to display on an agent's turret. We tried this using test objects and were unable to get any conclusive results.
Can you help?
Avaya we are unable to determine which(if any) logic steps are required at vector level to 'accept' the variable data and how we can use this step to pass the data across to the agent's telset.
The Cisco ICM GED(General Engineering Document) for an Avaya ICM deployment states that it should be possible to pass this information across to display on an agent's turret. We tried this using test objects and were unable to get any conclusive results.
Can you help?
