We have recently added a new office to our ICM/UCCE system. In the old Nortel Symposium system the agents had the ability to log a call type (parts, customer care, etc.) through a keystroke on the phone after the call was finished. Now that everything is done through the agent desktop, some using Siebel and others using CTIOS, they need a way to mark these calls after they are done with the call. Do we have any ability to do this step with ICM 7.1(4)?
In our old phone system we had the ability to log call types, can you please let me know how we do this with the new phone system . Jeremy thought it was something to do with billing codes