Workspace Transfer

With b+s Connects for Oracle Service Cloud it is possible to transfer certain OSC workspaces, on which an agent is currently working, along a voice call to another agent. Currently, this func-tionality is supported for OSC incidents and OCS contacts. To transfer an incident or contact from one agent to another, two Cisco CCE peripheral variables must be configured to transport the workspace’s identifier. Also, CCE ECC variables cannot be used for this purpose. Figure 23 below shows an example configuration where CCE peripheral variable 9 is used to transport the OSC incident ID and CCE peripheral variable 10 is used to transport the OSC contact ID. You can configure the same variable for both values.

Do not use the configured CCE peripheral variables for any other purposes!

Please ignore all other fields in “UCCE Environment Settings” They are not used. The same settings can be configured in the Harmony Agent Adapter INI file.