[cisco-voip] Transferring Information Between Queues in CCX

[Matthew Loraditch]

This is a followup on a question a couple of weeks ago. The request has been a bit refined.
I'm looking at different ways of doing this, I know I can pass a certain amount of data in the Enterprise data. I also want to pass the name of the customer on so that the 2nd tier person can say Hello X, Because of the way our CRM data is accessed I am NOT going to be able to pull that data from it during the transfer.

My plan was to run this queue like our callback system, tier 1 agent dials into queue, inputs ticket and brief message for tier 2 agent with caller's info. Then that app dials into another app to queue the call, first app makes tier 2 agent hear the message before transferring the original caller to them. Ticket number passes via session data. Name is recording played back then tier 2 presses a menu button and app 1 completes the transfer ?

Any better ideas?

Thanks!
Matthew G. Loraditch - CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518

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