I want to pass the calling information to the agent a couple of seconds before the call actually gets to the agent. I want to match on the CTI Route Point and send that info to the agent so he/she can answer the phone with the correct greeting.
Different CTI Route Points for different brands but same queue. That way I don't need different logins for multiple agents.
Not sure how to do this, I played around with the delay step but haven't figured out where it should go.