wondering if I could get some help. I'm using my IVR as application in Avaya experience portal and we setting UUI in our IVR which is hard coded for 10 digits. What I'm trying to do is once the call comes in CM, I'm trying to replace the UUI to only show 2 digits and this is only for specific calls from a particular VDN. I have a local asaiuui variable set-up as 10 digit length and start with 1. what can I do to have the UUI come in as whatever 2 digits I choose. Tried doing set A to A CATL and that doesn't work. I can only replace what comes in the application with 10 new digits, also tried doing a SUB and SEL but when I do that the 10 digits still comes in from the experience portal.
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UUI/asaiuui
- Thread starter Jsaunde7
- Start date
Big picture - what are you trying to do?
In my experience, UUI is intended move something from the IVR to the agent so that something else can use that UUI. Like, if your AAEP app set UUI="CRM interaction" and you use one-x agent to open it might bring up the interaction for the agent including the options chosen in the IVR like "I'm having trouble buying a product" or something like that.
Otherwise, that UUi would pass thru AES and let some other app on top of CM pop the screen to the agent.
I can't visualize a scenario where I'd want a 2 digit UUI to hit an agent or why you'd want CM to do UUI manipulation. UUI by definition is "User to User Information" - so, why would you want to mess with it?
If you're having One-X A open a link, have the webserver truncate ?UUI=1234567890 to just 90 or have the CTI app on AES just consider the last 2 digits. I don't see why you'd ever user variables to mess with it. If it was the CLID, then just use the CLID to map to a variable and don't change the UUI.
In my experience, UUI is intended move something from the IVR to the agent so that something else can use that UUI. Like, if your AAEP app set UUI="CRM interaction" and you use one-x agent to open it might bring up the interaction for the agent including the options chosen in the IVR like "I'm having trouble buying a product" or something like that.
Otherwise, that UUi would pass thru AES and let some other app on top of CM pop the screen to the agent.
I can't visualize a scenario where I'd want a 2 digit UUI to hit an agent or why you'd want CM to do UUI manipulation. UUI by definition is "User to User Information" - so, why would you want to mess with it?
If you're having One-X A open a link, have the webserver truncate ?UUI=1234567890 to just 90 or have the CTI app on AES just consider the last 2 digits. I don't see why you'd ever user variables to mess with it. If it was the CLID, then just use the CLID to map to a variable and don't change the UUI.
- Thread starter
- #3
The big picture here is I'm using call back software and when a call back is done, it' passing through the original UUI when the call comes to the agent. Only on these specific calls, I don't want to use the 10 digit UUI as I want to us a set of digits I deem/set and based on those digits, I'm popping certain info to my agents regarding call back. Hope that makes sense.
- Thread starter
- #4
have you tried SET?
Haven't worked with asaiuui type variables where i set them myself, but what you're suggesting seems possible.
Haven't worked with asaiuui type variables where i set them myself, but what you're suggesting seems possible.
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