[cisco-voip] Show Saved Enterprise Data in CAD

[Beck, Christopher]

Others may correct me for this, but I believe you are going to need to integrate a database into this mix to store those variables.  Thus, you can use ANI to do a lookup and read these values into your variables prior to presenting the call to an agent.

Chris Beck
IT Lead - Voice Technologies
USG Corporation
312-436-4541 (office)
312-730-5524 (Mobile)
312-672-4541 (FAX)
cbeck at usg.com

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of ROJAS, Mario
Sent: Thursday, June 25, 2009 1:00 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] Show Saved Enterprise Data in CAD

Hello,

We are working on a proposal of a Unified CCX 7, and the customer wants the following to happen:

1) The agent answers a call and has fields in his desktop client to classify the call (like, New Customer, VIP, etc). I know this can be done with customizable Enterprise Data.

2) The next time the agent answers the call coming from the same telephone number (or whatever method of identifying the called, like a customer ID), the agent desktop shows the last variable saved. Like, in step 1, the first call was classified as a New Customer. The next time the a call from the same number goes in, the agent can see how the previous call was treated.

Is that possible? I have configured custom Enterprise Data fields, and I can save information on them, but they don't show up the next time the call comes in.

Best regards,

MARIO ROJAS GUERRERO
Systems Engineer

LOGICALIS
Los Sauces 325 - San Isidro
Lima 27 - Perú
Tel/Fax: +51-1 611-9682
Mov:+51-1 980300124
mario.rojas at la.logicalis.com<mailto:mario.rojas at la.logicalis.com>
www.la.logicalis.com<http://www.la.logicalis.com>
www.logicalisnow.com<http://www.logicalisnow.com/>

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