I have 2 questions about IPCC Enterprise :
1- I Use CAD (Cisco Agent Desktop) with IPCC Enterprise. I want the agent to transfer the customer call, after asking him some information, to an external number. I want to get the call duration after its transfer to the external number. How can I make this possible?
2- I need to retrieve customer data from external database and display it to the CAD (about 20 fields to display). What are the alternatives to make this possible ?
I am thinking about 2 possible solutions (Application Gateway with ICM or CAD Integrated Browser with web page to display the information). Any suggestion ?