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Is there any way to have an agent input data using CAD?I need to associate additional metadata with all calls recorded by Quality Manager. I can send data to QM using an IPC Action from CAD but I need to have the agent enter some of the data fields....
For anyone that is interested here is the response I received from TAC: Problem Description: Keep the enterprise variable on CAD after the call is hung up from the agent. Resolution Summary: This cannot be done, after calls gets disconnected
I updated the default CAD work flow to call this IPC action on event work.I tested a number of different options. One thing I just tried was having a toolbar button to call the IPC action. If I make a change to the field then press the toolbar butt...
Brian, thanks for the response. I didn't realize the enterprise data fields could be modified within the agent. This will definitely work for us.I got it to partially working. I have an IPC event when state changes to work. Using packet capture I...
