We are using ICM 7.2 with CVP as the routing agent.
Today I got a requirement from my customer which I need to think for possibilities and possibly the implementation and so I need your help!
They want to use the same skill group against two different dialed-numbers, like for the DN 1234 (toll charged) and for the DN 6789 (toll free). The PSTN switch is forwarding those calls to the call center for both cases, no issue there for configuration.
The requirement is, the call agents have to get visual or audio notification for the type of customer he is getting the calls. The CTI Toolkit is giving the information on the field 'Dialed Number' but we are using a third-party interface where the CTI Toolkit is integrated via SDK and we dont have any option to work with that.
So I have only two options to give the agent notification:
1. Redesign the integration of the third-party agent desktop interface to retrieve the Dialed Number field and show accordingly,
2. To give a audio notification to the agents (like: the spelling "call from 1234" or "call from 6789") before he's connecting with the call. After he has listened the media he would be connected to the customer so that he can treat the customer accordingly.
I know, the option#1 would be the best option but it might need the commertial involvement which the company is not interested with right now. But I dont know how to work with option#2, any idea please?
Any help would be highly appreciated.