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This page will let you configure if you want an email to be sent to the connected agent.


polycom2080
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under agent group there is a setting that This page will let you configure if you want an email to be sent to the connected agent. and when i set up for yes i do get an email but with no info in the email

 

subject you picked up the call from

From: :

To: :

CMC: :

Name: :

 

please advice how i can get the full call detail and what agent group the call came from

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Looks like the template is messaged up. Try pasting below for the template

 

<?xml version="1.0" encoding="UTF-8" ?>
<!DOCTYPE html PUBLIC "-//W3C//DTD Xhtml 1.0 Transitional//EN" "http://www.w3.org/tr/xhtml1/DTD/xhtml1-transitional.dtd">
<html xmlns="http://www.w3.org/1999/xhtml"><head>
<title>You picked up the call from </title>
<style type="text/css">
.cText {
 FONT-SIZE: 12px; FONT-FAMILY: Verdana; border-bottom: 10pt
}
.header2Text {
 FONT-WEIGHT: bold; FONT-SIZE: 18px; COLOR: #168099; FONT-FAMILY: Verdana
}
</style>
</head>
<body bgcolor="#f0f0f0" leftmargin="0" topmargin="0" marginheight="0" marginwidth="0">
 <table class="cText">
  <tbody>
   <tr>
    <td>From:</td>
    <td>{ssi htmvar from}:</td>
   </tr>
   <tr>
    <td>To:</td>
    <td>{ssi htmvar to}:</td>
   </tr>
   <tr>
    <td>CMC:</td>
    <td>{ssi htmvar cmc}:</td>
   </tr>
   <tr>
    <td>Name:</td>
    <td>{ssi htmvar name}:</td>
   </tr>
  </tbody>
 </table>
</body>
</html>

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Currently, the "To" should show the ACD account number. If you make the DID as the main number, then the email should contain that as the "To".

 

Ex: If the ACD 73 is defined(Account number(s): field) as 8001117300 73, instead of 73 8001117300, then you should see the DID in the email.

 

Hold time is not available now.

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