Hi everybody,
We have integrated ICM 4.6.1 with Siebel 6.0 in our lab.
After installing the CTI driver for Siebel and the CTI desktop s/w, as well as the Siebel client for some agents, we started configuring the system so that we will get pop-up screens (Siebel records)of customers calling in.
We achieved that by triggering the system (Siebel server basically) to look at the ANI of the incoming call and match it to a customer record in the database. If there was no match, a new record should appear.
Now here is our problem:
When an agent wants to either transfer the call to another agent or to the supervisor, or make a conference call with another agent or the
supervisor, the Siebel record should be transfered to the that third person as well as the actual voice call.
Of course, to transfer the voice call is easy but when the third person(other agent or supervisor) receives the call the customer Siebel record is not
passed, and this record is not immediately coming as a pop-up screen, as it did for the initial agent. It seems that the ANI is not transfered from the first agent to the second, and as a result nothing
triggers the third agent's Siebel client to open the specific record.
So, as a brief description we could say that what we want to achieve, is that 2 agents could share the Siebel record of a customer that is calling in,(for a
conference) or just pass the Siebel record (when the call is transfered).
Has anybody managed to do that? Could anybody please give as a hint on what we do wrong?
Thank you very much
Kind Regards,
Katherine
