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Cisco PCCE - Technician calling Customer Solution without revealing their contact numbers.

Hello,

Our customer is looking for a solution so that his installation team can call their end users and arrange appointments.

Below are the requirements.

  1. Installation team (Technicians) should reach the customer by calling the IVR with respective order id.
  2. Both parties should not know each other's contact numbers (ANI).
  3. Calls must be recorded for quality purposes.

We can develop the IVR to accept order id and fetch the customer details, but wondering about how to manage/handle the conference call between technician and customer with recording.

We know that if the call from technician is handled by an Agent, he can dial the customer and start conference between both parties. But we want to avoid using Agents in this solution.

We are using PCCE - 12.x and Verint Recording Solution - 15.2.

Please suggest your views on providing this solution.

Thank you in Advance.

Best regards,

Gangadhar Tunugunta. 

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