Explanation
Cisco Finesse supports the use of custom call variable layouts to define how call variables appear on the Finesse agent desktop. The agent desktop determines which layout to use based on the value of a keyword variable that is named user.layout. This variable is passed to the agent desktop via the Set Enterprise Call Info step in the CCX script. The value of the user.layout variable must match the name of the custom call variable layout that is configured in the Finesse Administration page. If no user.layout variable exists, or if the value does not match any custom layout, the default layout will be used12 References: 1: Cisco Finesse Administration Guide, Release 12.5 (1) - Call Variables Layouts [Cisco Finesse]
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