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Set customVariables on outgoind calls

hi, i was wondering if there is a way to set the customVariables of IPCC database on an outgoing call instead of an incomming call with scripting.

the problem is that an agent attend an incident, failure, etc. the agent set up an issue id, then the agent place calls to certified ingeeniers to assign those issues to them.

we would like to keep a track of those calls by setting the issue id on the records of the call on the ipcc database.

any help would be much apreciated.

thanks in advanced.

Regards,

PH.

1 REPLY

Re: Set customVariables on outgoind calls

The only way you could do this is if the agents are calling a RP and then entering the data which you wish to record. Just picking up a phone and dialing a DID completely removes the intelligence of your system.

What you could do its something like this.

1. Agent has an incident to report.

2. Agent calls the certified engineer hot line.

3. Agent enters issue ID.

4. Call gets routed to engineers who have to be logged in and ready to take calls.

david

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