06-15-2016 11:59 PM - last edited on 03-25-2019 07:30 PM by ciscomoderator
Hi,
My customer is using UCCX 8.5 which is integrated with CRM. their client dial-in to register a complaint, once complaint is being registered,Agent call back to their client for getting more details. Mean while Agent change the case status from "pending" to "work in Progress" in CRM. he want to change the status automatically when agent dial out to the client.
I don't have idea how can I start working on it. does UCCX can manage to send such alert, so CRM can change the status from pending to "work in Progress" etc.I just need an idea how can I start working on it.
06-17-2016 05:17 AM
It's unclear from your description whether the initial call from the client is also handled by an agent or if that is IVR self service that creates a case programmatically.
Also, when an agent makes an outbound call to the client to follow-up on the case is this handled by the Direct Preview Outbound campaign or a direct call from the agent's phone? If the later, how does the agent initiate the call: manually dialing it on their phone or clicking a link/button within the CRM?
06-21-2016 11:25 PM
Hello JS,
Thanks for the response, here is detail.
1. call 1st come on IVR, and IVR creates a case automatically and then transfer that call to agent according to skill set,in 1st step agent gets the necessary information and update the case accordingly in CRM, later technical agent manually call back to client from his/her phone for further action plan,at this time agent change the case status in CRM"working on case" etc. Agent want to program it automatically rather manually changing the status.
Regard
Tahir
06-22-2016 06:16 AM
The short answer is a 'no'. CCX isn't capable of doing what you're asking of it. The slightly longer answer is there are several technical barriers to doing this:
A more feasible approach would be to configure a button in the CRM application that initiates a call (e.g. an IPC to CAD, TAPI call to the locally installed TSP on the agent's PC, or a server-side TAPI/JTAPI integration from CRM to CUCM). With that in place, have the CRM tool prompt the agent asking whether the customer answered. If they did then have the CRM tool change the case state to "working on case". If not, then perhaps the CRM tool just logs the call attempt in the case and resets the follow-up timer for the agent.
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide