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New Member

IPCC Express Identifying calls for agents in multiple CSQ's

Hi,

We have skill based agents who take calls in multiple CSQ's. I have a request to be able to identify calls as they are presented to the agent, so they can modify their initial greeting.

For example, an agent with "PC" and "Apple" skills would answer "PC" calls "Thank you for calling the PC support line" , and Apple calls "thank you for calling the Apple support line"

Any ideas would be much appreciated.

4 REPLIES
Hall of Fame Super Silver

Re: IPCC Express Identifying calls for agents in multiple CSQ's

Use "Enterprise data" step in the script for this exact purpose.

Chris

New Member

Re: IPCC Express Identifying calls for agents in multiple CSQ's

Chris - could you expand a little more on this. We have v. 5.0 enhanced and we would like to be able to present to the agent based on the caller's dialed digits what type of call it is so the agent can answer the phone accordingly.

we have created a new 'field list' within desktop admin, then assigned a new layout list which the agents will be associated to. But as far as the script, do we need to be using 'set enterprise call info' and is there a way to use this where maybe we can do an xml lookup and based on the DID that was dialed from the customer, turn that into a display notifying the agent what type of call it is.

Thanks,

~Jeff

Re: IPCC Express Identifying calls for agents in multiple CSQ's

Can't go wrong with Chris but here are some more options:

If the calls are originating from different paths you can forwad the DNIS to agent or do a pop up action like changing the color of screen pop app etc.

Good luck,

Baseer.

New Member

Re: IPCC Express Identifying calls for agents in multiple CSQ's

Hi Baseer,

could you please explain how to do the pop up action that you've mentioned. I'm using UCCX 5.

Thanks,

Regi

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