We are proposing a Unified CCX 7, and the customer wants the following to happen:
1) The agent answers a call and has fields in his desktop client to classify the call (like, New Customer, VIP, etc). I know this can be done with customizable Enterprise Data.
2) The next time the agent answers the call coming from the same telephone number (or whatever method of identifying the called, like a customer ID), the agent desktop shows the last variable saved. Like, in step 1, the first call was classified as a New Customer. The next time the same call goes in, the agent can see how the previous call was treated.
Is that possible? I have configured custom Enterprise Data fields, and I can save information on them, but they don't show up the next time the call comes in.