We are trying to find a way to share with the CRM the URL of a Recording Contact from Cisco AQM/Calabrio.
So far AQM API will not give us a Contact ID prior to the agent to pick up the call (api/recording/searchbasiscontact). The issue is that the only exchange with webservice that we have with the CRM happens before the agent pickup the call.
Another way would have been to share the CallID with the CRM in order for it to retrieve the Record Contact URL with this information but it does not seem to be possible with AQM API.
I am seeking for any other idea or actual solution that you guys already deployed.
There are cases/situations where we have to configure custome CPTONE to resolve FXO disconnect issue. Following are situations which can arise due to FXO disconnect issue:
Phone A calls Phone B, Phone B does not answer. Phone A then goes on-hook but Phon...
Cisco announced major enhancements today to Webex Contact Center. Learn more about the highlights including
better support for the needs of large contact centers worldwide
improvements in the agent and cust...
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