UCCX Agents using CAD for a Bank.
Callers enter their account number and check their balances and other automated things.
They decide to speak to an agent and press the appropriate digit.
The call comes to CAD with name, account number, balance, and contact info.
When the call ends, and even if the agent disables, that screen pop info is still displayed. Why don’t the previous caller ‘call variables’ disappear when the agent disconnects the call and even goes into a not ready state?
I am tol this is the Way CAD has always oprated. You always see the details from the last call you were on, until a new call is answered.
Is this normal beghavior and really nothing we can do to have it close upon call disconnect?