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Ability to log call types in CTIOS/Siebel Desktop?

We have recently added a new office to our ICM/UCCE system. In the old Nortel Symposium system the agents had the ability to log a call type (parts, customer care, etc.) through a keystroke on the phone after the call was finished. Now that everything is done through the agent desktop, some using Siebel and others using CTIOS, they need a way to mark these calls after they are done with the call. Do we have any ability to do this step with ICM 7.1(4)?

In our old phone system we had the ability to log call types, can you please let me know how we do this with the new phone system . Jeremy thought it was something to do with billing codes

2 REPLIES

Re: Ability to log call types in CTIOS/Siebel Desktop?

Maybe look into wrap up codes or perhaps there is some custom backend integration with CTIOS that you were using before.

david

New Member

Re: Ability to log call types in CTIOS/Siebel Desktop?

There was no integration before between the Nortel and ICM so there is nothing to check there. I should have been clear that the Symposium was stand alone.

I was thinking reason codes but I thought that has to be enabled globally (they aren't using them today.) Where do I set reason codes versus wrap-up codes?

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