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Community Member

Call Tracking/Documentation in UCCX7?

We're looking at a UCM6/UCCX7 deployment, and I had a question about a new feature.

Are there any features in UCCX7 to allow for customized call documentation/tracking. We don't use a full blown customer service or call tracking product -- in fact we don't have anything. But if we deploy UCCX, I know there is historical reporting and UCM has call detail records.

My question is, is there a capability for an agent to record customized notes(such as reason for call, resolution, etc). And then an agent could do a search and pull up a callers previous calls, and view the notes?

Or would this require a third party app?

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VIP Super Bronze

Re: Call Tracking/Documentation in UCCX7?

UCCX has a concept of wrap up codes; however, these are predefined by an administrator and an agent selects a choice from the list.

What you are asking for is typically accomplished by integrating UCCX with a customer's CRM system. The documentation of the call is done in the CRM interface.

Community Member

Re: Call Tracking/Documentation in UCCX7?

Any recommendations for small-scale CRM packages? I was looking at Microsoft Dynamic CRM.

Community Member

Re: Call Tracking/Documentation in UCCX7?

Hi Shane,

In the same price range and feature set as MS CRM you can look at Salesforce.com, Netsuite and Saleslogix.

My personal preference is Saleslogix.

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