Does anyone know of a way to have anything that would be "attention getting" at the Agent's desktop based on the caled number or CSQ?
For example, we have one incoming number (that is in a unique CSQ) and we want to be sure that called that come that queue are handled in a specific manner. Is there some way to make that call really stand out when it arrives at the agent's session either within the Agent Desktop application (maybe flashing or large text or bold text) or by popping open some kind of web page to alert the agent that this is one of those "special" calls?
Thanks for any ideas.
I use a "whisper" method to send info to agents who aren't using the integrated browser in CAD. Here is a short summary of this method:
In your select resource step if you change the connect option from yes to no you will get a new step in the editor called "selected" from there you can use the "Get Call Contact Info" step to determine who is calling (ANI) or what number was called (DNIS) plus a host of other metrics. From there use the switch step to branch out into the different things you want to happen based on what number was called or is calling. After that you can use the "Get User Info" step to get the extension of the agent the system has reserved to get the call.
You can then (inside the switch step) place an outbound call from the system to this agent prior to delivering the call to them. This outbound call could have a pre-recorded message saying that X person or X line was called. Lastly you would then use the connect step to connect the call to the agent.
As an example, to create a more personal experience, our agents get a call from the system prior to each queue call letting them know which doctor a patient is calling to speak with (based on DNIS). This allows them to answer the phone a la "Thank you for calling Dr. So an So's office" giving the call a more intimate feel.