We have ICM post routing setup. For one particular script we have mapped three DDI numbers to it. We want when call comes from one particular DDI number agent other kind of indication instead of beep. This particular DDI number will be called by sales team. So when agent gets call from this DDI number he/she should know that call from sales team.
Please advice is there any method through which agent can distinguish the call.
Otherwise, you simply tailor the screen pop to suit. In my mind, this is the best way. Except for extremely high volume call centers, a quick glance at the screen by the receiving agent should suffice. One thing I do like, though, is agent greeting. I look forward to Cisco implementing this on IP phones.
Are you using the CTIOS Soft Phone or Cisco Agent Desktop? Both are fine platforms for customization - one with code, and one with "workflow".
I'm not able to access my old voice mail messages all of a sudden. The recording says something like 'the message is currently not available'. This has never happened before in all the years I have been using this system. I have t...