IPCC Enhance Logging Question

[joeharb]

I have a customer that is wanting the agents to be able to log what type of call they recieve. Is there a way I can allow the agents to input a "call code" for each call...This would be helpful in reporting the volume of each type of call without impacting the customer...I have thought about an external program but I just wanted to see if it was possible with IPCC Enhanced.

Thanks,

Joe

[bullett]

Set up wrap codes in CAD, it's a standard feature.

[joeharb]

We are using IPCC 4.5 Enhanced with CCM 5.1..Can you verify that wrap codes are available in this release...The SRND states that it is but I don't see the option in the Cisco Desktop Admin tool...

Thanks,

Joe

[l.mourits]

Hi,

As mentioned by bullet, wrap up codes can do this trick, it will be easy to set up and maintain as well.

Alternatively, you may look into setting up an enterprise database server and then use enterprise data field to store the info you need in this SQL server.

It depends on how nice you want to have it ;-)

For additional info on enterpirse data here are two good links to start with:

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a008047bb4d.shtml

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00806b136d.shtml

HTH,

Leo