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eFlow

eFlow

(OP)
Hi all,

I posted a note a week or so ago on Advanced Wrap Code Entry and did not get a lot of response... so here is another shot at it.

Is anyone using eFlows to enhance aspect functionality in any way. I'd like to get an understanding on how others are using eFlows to customize their installation.

I think they can be used to help us with Wrap Code presentation and entry, but don't have enough information to make a weel informed decision.

Thanks for you help.

RE: eFlow

Sorry, I'm not up to date with contact server API and eFlows.
Just shooting in the air: to make the agent able to browse something like a "tree-view" of wrapup-codes and descritions he can choose from using a local client-app, you'll have to:
- associate the local device (teleset) with the client (PC)
- tell contact server to send the client (your app) a message when a call connects to get the call-/track- ID
- tell contact-server to wait for data from the client when hen the call disconnects or when the agent presses the "data" key on the teleset during the call (something like READ DATA in the eFlow?). On that message your app should open the dialog/window with the possible wrapup-data.
- When the agent has selected the data, your app must send it to the contact server.
Again, don't know the exact API-calls and have no time to dig around at the moment. But perhaps you get a more precise idea what to look for...

RE: eFlow

one of many ways, either on call disconnect or on agent state event idle/wrap-up you could popup a box filled with codes/descriptions. Send a workflow request to the eflow with your parameters, intrument, agent id, code and the eflow can enter it in your database.

If you want to data in the ACD database you need data scripts, which you can't access through CMI / contact server. You would need to use Winset SDK or Uniphi Connect SDk once it's available

RE: eFlow

I worked at a company where I used Contact server to give the customers there balance at a specific date, as well as the amount of there last payment received! Just as you would with an IVR but I used annoucements instead.

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