When an agent in our call center has an issue they can't answer they call a route point that gets them in touch with a more experienced agent to help them with the issue. We'd like to display the Agent login ID of the calling agent to the called agent within CAD and use the data to perform a screen pop on the called agents PC.
Right now we are seeing the ANI, which is the extension the agent logged into, and the DNIS which is the route point that was dialed.
Does anyone know if it is possible to capture the Agent ID of the calling agent to display within CAD?
If possible I'd rather not force the internal calls to an IVR to capture CED that could then be used to capture this type of data.
Thank you for your assistance.