can't you just use the Whisper functionality in Avaya? Based on what you've written, it would be perfect for this task. The agent has already been selected, and is presented the call, and you can even tell him/her what the call would be about.
What you're asking to do doesn't make a whole lot of sense, but how about these for alternatives.
1. Put agents on manual answer, that means that the call arrives and pops the information, it will ring a few times usually 18 seconds and in those 18 seconds they can prepare before answering it. This introduces the chances of RONA, but training should take care of that.
2. If on auto answer, train the agents to welcome the customer and immediatly say please hold while I review your case notes and take a few seconds there. Depending on the business most customers understand that there are computer systems the agents are looking at and these take a few seconds to load/read.
3. Have your agents go through the "for security purposes can you validate your account". This is usually a stall mechanism as a well built IVR should have confirmed who you were. The time the customer takes to answer your security question can be used by the agent to look the account over. This also ensures that there was not "glitch" and you have the wrong account on the screen.
The short answer is that you don't.... That isn't entirely true while at
the same time it kind of is, but for the most part you don't configure
the softkeys. You enable or disable them via TCL. Here is the long
answer. Be sure to read the whole thing or e...
Topology: IP Phone > Switches > Microsoft NPS setup to forward 802.1x
proxy to > ISE 2.1 patch 3 Authentication: EAP-TLS using Cisco MIC SANs
Phone Models 802.1X support? 802.1x flavor Addtl Comment EAP-MD5 EAP-TLS
Cisco 3905 Y Y N Cisco 6911 Y Y N Cisco ...
This document describe how DST changes and how time changes are
implemented in DST. Daylight Saving Time (DST) is the practice of
setting the clocks forward 1 hour from standard time during the summer
months, and back again in the fall, in order to make b...