04-19-2007 02:36 AM - edited 03-14-2019 12:46 AM
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
04-20-2007 12:00 PM
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
04-21-2007 10:04 AM
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
04-21-2007 12:33 PM
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
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