We have a contact centre environment running on UCCX 7.0 and QM 2.6.
I have a query where we want to enable the contact centre agents to be able to have the ability to press a button from CAD and play announcement to the caller when they want to purchase a policy from us over the phone.
This announcement is not something that I can integrate as part of the call flow scripts since not every caller that called wants to buy.
Consider the following scenario where a caller called into our customer service line and the call has been accepted by an agent. The caller then notify the agent that he/she wants to buy a policy. The agent then plays the policy terms & conditions triggered by pressing the button on the CAD for the caller to listen to the policy T&Cs on the original call. When the caller agrees to the T&Cs the agent then proceed with signing up the customer on the policy while at the same time all the conversations are recorded under QM.
So I would like this announcement to be triggered by an agent pressing a custom programmed button on the CAD and the announcement is played by barged in on the existing agent's conversation.
I have no idea if this can be achieved at all with UCCX 7.0.
Any tips/tricks and directions on how to do this would be greatly appreciated.