Blind Conference feature for CAD agents (UCCX)

Question

Hi,
I am planning to use BLIND CONFERENCE feature in CAD. Basically customer requirement is to play a pre-recorded message to the customer after agent has answered the call. Here is what I am planning to do-
Create an application, script and have recorded prompt there in UCCX (This application has trigger 1111)
Go to CAD administrator, workflow configuration, and assign a TASK 1 button for this agent
Add action to TASK 1, where I select 'Blind Conference' option and add 1111 as a predefined number
Expected Result-
When agent answeres the call, agents pushes TASK 1 button immediately on his CAD. This action brings 1111 in the conference with agent & customer, where agent & customer both hears the prompt
once prompt is played, 1111 disconnects and agent continues the normal call with the customer
How does this approach sound? Has anyone done like this before?
Thanks,
Piyush

Answer 1

Here's how I would solve this:
Create an XML file with the agents that are English-only (or the inverse) and put this in the doc repo.
Change Select Resource to Connect = No; the Connected branch will change to Selected
Use the Get User Info step to figure out which person the User-type veriable is.
Use Get XML Document Data to XPath search the document for a match.
If there is a match, play the prompt advising the contact.
Use a Connect step to get the agent.
Extra credit:
Use enterprise data to tell CAD that you need a translator
Create a workflow and attach it to the answered event that conferences the translator in
The risk to this approach is that the first agent doesn't actually answer the call (i.e. offer vs. handled). If that happens, there two potential issues that you would need to plan for:
The caller may get told (in German) that the agent they're about to be connected with doesn't speak German and will be adding a translator. The next agent may actually speak German though. There's not a lot you can do about this one.
If you did the extra credit exercise, you would need to be sure that Enterprise Data gets updated to not trigger the workflow action. Obviously, if a German-speaking agent answers the call they don't need to conference a translator in.
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