Screen Pop before call is presented to agent

[Chris Bomba]

I want to pass the calling information to the agent a couple of seconds before the call actually gets to the agent. I want to match on the CTI Route Point and send that info to the agent so he/she can answer the phone with the correct greeting.

Different CTI Route Points for different brands but same queue. That way I don't need different logins for multiple agents.

Not sure how to do this, I played around with the delay step but haven't figured out where it should go.

Thanks,

Chris

[Abdulbaseer Mohammed]

Chris what are you using for screen pop? your environment etc.

With CTIOS and CAD you can go into admin and configure what options you want to send at ringing, after pickup etc . You can certainly do all you want.

look into desktop administrator guide, or CTIOS guide.

Good luck,

Baseer.

[Abdulbaseer Mohammed]

If you want to play with variables you can add a variable in your script and then pass the call to the queue with the variable attached or Call Type.

This should help you in reporting as well.

good luck,

Baseer.