I have a very old system with CCM 3.0 and ICM 5.0 that needs to send info (agent status, call info, etc.) to a new Quality Application.
I have already connected to Quality application to ICM (PG) using CTI, but I'm only getting basic call info.
I need to do it using CTI because JTAPI is not an option with this application and ICM 5 or CCM 3.0.
Is there some variables I need to send using the CTI? Would that be achieved with the "Application Gateway" in ICM? And what variables?
There's another application (by Oracle) also old (6 years) that receives this info using a variable 5 but I'm not being able to understand how.
I'm not the manager of the system, I just need the Quality Application to receive this info.
Any help will be much appreciated.