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IPCC & Call transfer Entreprise Information

Hi, I have a question about IPCC and CAD:

I want to know if an agent "A" transfer a call to an agent "B", can agent "B" retrieve the client entreprise data information ? for example : Name of the client, age of the client, ID of the client and so far...in the Cisco Agent Desktop ?

Is this possible ?

Here is my scenario :

Agent "A" takes the client, so he can see the client information with CAD, then he transfers the call to agent "B", so my question : can agent "B" retrieve the client Data information ???

PLz help, it's really urgent.

Thanks in advance.

1 REPLY
Silver

Re: IPCC & Call transfer Entreprise Information

Do not set an External Caller ID Mask in CCM for the Agent extensions natively or through Central Control. If one is set, CAD will not be able to complete transfers appropriately.

http://www.cisco.com/univercd/cc/td/doc/product/icm/icm46/ipcc/spanlink/rel441/admin441.pdf

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