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Collecting Account Number from Caller and Presenting to Agent

I have read about a user entering their account number but never saw how that information is presented to an agent.

For example, when you call your cable company it asks you to enter your account number (phone number) and when you connect to an agent, they have that information already and can pull up your account.

Is this included in the information that the agent receives when connected to the call?


Thanks

1 ACCEPTED SOLUTION

Accepted Solutions
Green

Re: Collecting Account Number from Caller and Presenting to Agen

IVR gathers the data. Inserts into a call variable (travels with the call). Arrives at the agent desktop. Is extracted and displayed.

CTI (Computer Telephony Integration) has been doing this for 20 years.

Using UCC Express?

Regards,

Geoff

4 REPLIES
Green

Re: Collecting Account Number from Caller and Presenting to Agen

IVR gathers the data. Inserts into a call variable (travels with the call). Arrives at the agent desktop. Is extracted and displayed.

CTI (Computer Telephony Integration) has been doing this for 20 years.

Using UCC Express?

Regards,

Geoff

New Member

Re: Collecting Account Number from Caller and Presenting to Agen

UCCX, yes.

Thank you for the information. I haven't had to create this kind of script until now, so I wanted to make sure how it worked.

Thanks

Green

Re: Collecting Account Number from Caller and Presenting to Agen

I'm not an Express person, but know enough to be dangerous.

You have to use the Set Enterprise Data step to load one of the 10 call variables with your collected data. On the desktop side, alter the default layout so the call variable is displayed to the agent.

There have been a ton of posts on this part.

Regards,

Geoff

Re: Collecting Account Number from Caller and Presenting to Agen

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