Collecting Account Number from Caller and Presenting to Agent

Answered Question
Jul 19th, 2010

I have read about a user entering their account number but never saw how that information is presented to an agent.

For example, when you call your cable company it asks you to enter your account number (phone number) and when you connect to an agent, they have that information already and can pull up your account.

Is this included in the information that the agent receives when connected to the call?


I have this problem too.
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bimckenz Mon, 07/19/2010 - 08:00

UCCX, yes.

Thank you for the information. I haven't had to create this kind of script until now, so I wanted to make sure how it worked.


I'm not an Express person, but know enough to be dangerous.

You have to use the Set Enterprise Data step to load one of the 10 call variables with your collected data. On the desktop side, alter the default layout so the call variable is displayed to the agent.

There have been a ton of posts on this part.




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