In order to better assist our agents.  We would like to know when a call is coming to them and from what line, so that we can give our users customized answer scripts and certain questions to ask.  We know that the Agent desktop can pipe this out to a UDP packet.  However we have a lot of support users not in the call center running the agent desktop.  Any way to capture the current information from the IP Communicator or a web service that can be called for the current users extension to receive the route point the call first hit?  So that our software will be able to retrieve it and act accordingly?  We also realize the CDR data could be used, but this needs to be as close to real time as possible.

Thanks in advance!

Bill