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UCCX8.5 caller data capture and display in CAD

Hello,

I would like to seek your assistance in one of the new requirement we have. Currently we have IPCCX 8.5 with simple script (call que with 5 agents of same priority). We would like to have a modification in the current script, where in when all agents are busy and call waits in que for 2 mins, we want to play prompt for user to type their reference number (5 digit). This reference number along with caller ANI should appear in all agent CAD, so that agent can provide a call back with reference to that number provided by caller.

 

Please advice on this.

 

Thanks

Ahamed

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Advocate

Hi,

in your script you probably have a Hold step, folled by a Delay step. Set the value of this Delay step  to 120, then using a Goto step, jump to a place in a script where you collect all the digits and the result is placed to a Call/ECC variable which is then shown on the CAD.

This, of course, won't work if the caller disconnects, because the call will never reach the agent.

A better option would be to store these reference numbers alongside with the call metadata (ANI, date and time of the call etc), probably in a database table. Information from this table would be presented in a form of a web form - embedded in the CAD, perhaps.

G.

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