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How to transfer ICM Agent ID as a variable to CVP

Hi All,

We have a requirement wherein we need to transfer the ICM Agent ID as a variable to CVP.

The scenario is

1. The calls hits the script and after the IVR process it transferred to the Agent . Here we apply a new IVR for customer satisfaction.

2. The Agent transfer the call to this new IVR using a DN.

3. While transferring the call to the IVR we need to provide which Agent has transferred the call to this customer satisfaction IVR.

4. What is the procedure to send the Agent ID from ICM to CVP.

5. Here the agents are transferring using Agent ToolKit application.

Awaiting your response and help.

Thanks

Vinu

1 REPLY

How to transfer ICM Agent ID as a variable to CVP

We've done this before and your only solution is to customize the desktop.  The way we solved for it was to customize the CTIOS transfer button which, when pressed, added the agent ICM ID to the call data then transfered the call.

david

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