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New Member

IPCC Enterprise 6.0 and whisper

I have agents answering calls for two different companies. Before the customer is connected to an agent, the agent wants to hear (not see) what company he/she is supposed to answer for.

Is this possible without any speical cti-app?

New Member

Re: IPCC Enterprise 6.0 and whisper

Crete a work flow and in the work flow when the phone is ringing play a Wave file depending on Caller ID or ANi depeniding on your set up play a wave file

That should take care of your problem.

p.s: Rate the posting if it helps

New Member

Re: IPCC Enterprise 6.0 and whisper

Thanks for your answer.

Could you be more specific? Where am I supposed to make the work flow?

The agents are using CTI Agent 6.0 and Communicator 1.1.4.

ICM 6.0 is used for the callflows (scripts) and IPIVR 3.5.3 for playing prompts and collecting digits.

New Member

Re: IPCC Enterprise 6.0 and whisper

Whisper is traditionaly a message presented on the agents headset so I am confused how a CAD workflow can inject such a message. I can see how it would be able to play a wav file locally on the PC. What did I miss?