Hi, my name is Ronald and i'm looking for a solution for our callcenter.
Our callcenter gets their application thru citrix. now our call-operators (30 people) complain about the fact they first have to open the customers information (tel.nr. etc) then enter this number on the phone to talk to customers. A calls placed are calls from the call center to our customers.
Secondly we have a cisco voip system running as our telephone system. This is not availible to our callcenter because that's outsourced (so it's an other company and a other IT department /policy).
What we want to do is combine the two solutions , voip with citrix.
a call operator opens the customer info en clicks on a button "ring customer" and this will open a call to the customer (thru voip) mayby we need some ip phones at our call center, but that cannot be the problem as the two networks have to be connected to enable a citrix connection anyway.
Has anybody ever had experience with such an issue? any advice can be helpfull.
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