We use Clarify Software at our contact center for agents to maintain new incident or existing ones.
Our client requirement is, whenever a caller calls in, the agents should get a screen pop with the callers case.
We have found a way to capture & pass the keys pressed on the phone by the caller using CED at the IVR & deliver it to the Cisco Agent Desktop.
However, we are unable integerate the CAD with the Clarify Software.
Any Ideas on how the approach is to be made???