[cisco-voip] IPCCx agents to 'classify' calls

[Martin Lohnert]

Hi all,
Is there a way (in IPCC Express) for agents to enter (in agent
desktop?) some information that would get saved to the ICD statistics
database ? The reason is when an agent gets a call that fell through
the IVR without selecting any options, to provide the agent with a way
to 'classify' what the call was actually about. We could live with
strings, integer codes, anything really...
This is CCM3.3.3 and IPCC Enh 3.1.2, but upgrade is possible if needed.

Thanks for any suggestions,
Martin