ICM call types

Unanswered Question
Apr 10th, 2008


Can we change the call type within a script?



I have this problem too.
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rbua Fri, 04/11/2008 - 01:28

Hi Arpit,

yes you could do it via the requalify node and it is recommended if you want to provide better reporting granularity.

To make a basic example if your call is moving from the front end to a specific back end office, say finance, you'd like to flag that call as a calltype finance to know how many finance calls have been received.



arpitnarula Fri, 04/11/2008 - 01:50

Thanks Riccardo,

So it means that if the ICM is running a script, say sample.icm, by categorizing a call of calltype A, then in sample.icm we can change the calltype to B and further processing will be based on calltype B.


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