In my IPCC Setup (which is for a telco) consisting of CVP, ICM and CCM 7.0, I'd like the system to make an outgoing call on behalf of the caller and connect the two.
My primary objective is to enable users check their balances, load credit just by calling the contact center number. Usually, the subscribers dial 140 to check balance, 142 to load credit on their prepaid accounts, or 144 to reach the contact center. Because many of them ask how the common questions of 'how do i credit my prepaid account?', I'd like to put there a IVR that 'to load credit, press 1' and when they press 1, the system calls 142 on their behalf (the T1 lines can already do this and set the caller ID as the caller. it works).
My question is, how can I achieve this from the ICM script?