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</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>Dear Gents,<o:p></o:p></p><p class=MsoNormal style='text-indent:.5in'>I have a question regarding contact center, let’s start with the existing scenario:<o:p></o:p></p><p class=MsoNormal>There is a simple contact center script with multiple menu options for the caller to choose one of them let’s say, 1 <span style='font-family:Wingdings'>è</span>new subscription, 2 <span style='font-family:Wingdings'>è</span> complains, ….etc. suppose the following happens, a caller who need new subscription chose option number 2 (complains) and directed to a complains agent and this agent addressed this caller needs.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>The problem is this call will be recorded in the CCX reports as option 2 (complains) call although it was actually a new registration (option 1) which will be misleading in the CCX reports.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>So briefly the customer needs something to be configured to facilitate the agents to indicate that the previous call was belonging to another submenu (option) after he finished talking with the caller in order to give accurate statistics in the CCX reports <o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>So please could you tell me how this can be implemented.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-size:12.0pt;color:#1F497D'>Best Regards<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:12.0pt;color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='color:#1F497D'>Eng. Ahmed Abd EL-Rahman</span></b><b><span style='color:#4A442A'> </span></b><b><span style='color:#948A54'>I</span></b><b><span style='color:#333399'> </span></b><b><span style='color:#1F497D'>Senior Network Engineer </span></b><b><span style='color:#333399'><o:p></o:p></span></b></p><p class=MsoNormal><b><span style='color:#1F497D'>CCVP, CCNP, CCNA, CCNA-VOICE, IPTX, UCCX, CRMCS, WLSS</span></b><b><span style='font-family:"Arial","sans-serif";color:#1F497D'><o:p></o:p></span></b></p><p class=MsoNormal><a href="http://www.bmbgroup.com/"><span style='color:#002060;text-decoration:none'><img border=0 width=213 height=65 id="Picture_x0020_1" src="cid:image001.jpg@01CC563B.8CACB610" alt="Description: Description: cid:image001.jpg@01C99801.5B760420"></span></a><span style='color:#002060'><o:p></o:p></span></p><p class=MsoNormal><b><span style='font-size:8.0pt;color:#1F497D'> Lebanon I Egypt I Algeria I KSA I Libya I Jordan</span></b><b><span style='font-size:8.0pt;font-family:"Arial","sans-serif";color:#1F497D'><o:p></o:p></span></b></p><p class=MsoNormal><b><span style='color:#333399'><br></span></b><b><span style='font-size:10.0pt;color:red'>24 x 7</span></b><span style='font-size:10.0pt;color:red'> Support Hotline: +966 1 200 5778 | Support Email: <a href="mailto:sa_support@bmbgroup.com"><span style='color:blue'>sa_support@bmbgroup.com</span></a></span><span lang=AR-SA dir=RTL style='font-size:10.0pt;color:red'><o:p></o:p></span></p><p class=MsoNormal style='margin-bottom:12.0pt'><span style='font-size:10.0pt;color:#244061'>Shahd Investment Center Office #6</span> <b><span style='color:#948A54'>I </span></b><span style='font-size:10.0pt;color:#244061'>Emam Saud Bin Abdulaziz Rd</span><b><span style='font-size:10.0pt;color:#1F497D'> </span></b><b><span style='color:#948A54'>I</span></b> <span style='font-size:10.0pt;color:#244061'>Olaya, Hay al Murooj</span><b><span style='color:#948A54'> I</span></b><b><span style='color:#1F497D'> </span></b><span style='font-size:10.0pt;color:#244061'>P.O Box 17384</span><b><span style='color:#1F497D'> </span></b><b><span style='color:#948A54'>I</span></b><span style='font-size:10.0pt;color:#1F497D'> </span><span style='font-size:10.0pt;color:#244061'>Riyadh, Saudi Arabia</span><b><span style='color:#1F497D'> </span></b><b><span style='color:#948A54'>I</span></b><b><span style='color:#1F497D'> </span></b><span style='font-size:10.0pt;color:#244061'>Tel: +966 1 2005813</span><b><span style='color:#1F497D'> </span></b><span style='font-size:10.0pt;color:#244061'>I Fax: +966 1 2005811 </span><b><span style='color:#948A54'>I </span></b><span style='font-size:10.0pt;color:#244061'>Mobile: +966 507920925</span><span style='font-size:10.0pt;color:#1F497D'> </span><b><span style='color:#948A54'>I</span></b><b><span style='color:#1F497D'> </span></b><b><span style='font-size:10.0pt;color:#1F497D'><a href="http://www.bmbgroup.com/" title="http://www.bmbgroup.com/"><span style='color:#1F497D'>www.bmbgroup.com</span></a><o:p></o:p></span></b></p><p class=MsoNormal style='margin-bottom:12.0pt'><b><span style='font-size:24.0pt;font-family:Webdings;color:green'>P</span></b><b><span lang=ES style='font-size:10.0pt;color:black'> </span></b><b><span lang=ES style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:black'> </span></b><span lang=PT style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:black'> </span><span lang=PT style='font-size:7.5pt;font-family:"Tahoma","sans-serif";color:green'>Save a tree. Don't print this e-mail unless it's really necessary</span><span style='color:#1F497D'><o:p></o:p></span></p><p class=MsoNormal><b><span style='font-size:10.0pt;color:#A6A6A6'>************************************************************<br>Disclaimer: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message. <br>************************************************************</span></b><b><span style='color:#A6A6A6'><o:p></o:p></span></b></p><p class=MsoNormal><o:p> </o:p></p></div></body></html>