Can an IPCC5.0 agent view the queue from which he got the incoming call?

[varthis]

Hello people,

I want to ask if it's possible for an IPCC agent to view on his/her cti desktop sw (CAD, Toolkit or CTI_OS) the queue (or the SG) for which he/she answers an incoming call.

Meaning, if an agent belongs to 2 Skill Groups, how could he/she know for which groups he is answering a particular call.

Through the ICM script, the only workaround could be to view the CEDs pressed from the customer on the desktop sw ... but is there another way (like viewing in some way that one call came for tech_support or sales_support for example)?

Thank you very much in advance.

Best Regards,

Varthis

[patmackey]

Hi Varthis,

It's possible to show the agent the skillgroup the call is from by assigning the skillgoup name to an ECC Variable, then displaying the variable to the agent. This works for both CAD and CTI OS.

[varthis]

Hello and thanks a lot for the info.

Is there a document on how to produce ECC variables and how to display them to the agents?

Is everything have to be done through ICM script editor?

Thanks a lot in advance

Varthis