Tag a incoming call

shahid.ikram · ‎04-19-2007

Hi

We do have IPCC 4.0 and wonder if there is way to tag incoming call. we have range 1000-1020 for company A and range 1050-1070 for company B. lets say user call 1001 and it should be Alpha tag with company A.

Any thoughts how to achieve in IPCC.

BR,

Shahid

l.mourits · ‎04-20-2007

How about this?

- use Get Call Contact info to get the "called number"

- use IF or SWITCH to determine the case

- then use Set Session info to write the tag to a custom field

(see the link below for an example of the Set Session)

- if you like you can even use Administrator Desktop to create a new workflow layout with custom field and show this in enterpirse data popup

HTH,

Leo

shahid.ikram · ‎04-21-2007

Thanks Leo,

Bit lost, could you pls drop an example that would be great also you are missing the link you have mentioned above.

BR,

Shahid

l.mourits · ‎04-21-2007

Hi Shahid,

Here is the link (sorry, forgot to copy it in :-)). The link shows how enterprise data integrates into agent desktop.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00806b136d.shtml

HTH,

Leo