<META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=iso-8859-1">
<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><meta name=Generator content="Microsoft Word 14 (filtered medium)"><!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style><![endif]--><style><!--
/* Font Definitions */
@font-face
{font-family:Wingdings;
panose-1:5 0 0 0 0 0 0 0 0 0;}
@font-face
{font-family:Wingdings;
panose-1:5 0 0 0 0 0 0 0 0 0;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
@font-face
{font-family:Webdings;
panose-1:5 3 1 2 1 5 9 6 7 3;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
span.EmailStyle17
{mso-style-type:personal-reply;
font-family:"Calibri","sans-serif";
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;
font-family:"Calibri","sans-serif";}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Thanks Matthew, I will check this.<o:p></o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><i><span style='font-family:"Calibri","sans-serif";color:#1F497D'>Best Regards<o:p></o:p></span></i></p><p class=MsoNormal><i><span style='font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></i></p><p class=MsoNormal><b><i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'>Ahmed Abd EL-Rahman</span></i></b><b><i><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#948A54'><o:p></o:p></span></i></b></p><p class=MsoNormal><span style='font-size:11.0pt;font-family:"Calibri","sans-serif";color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Matthew Saskin [mailto:msaskin@gmail.com] <br><b>Sent:</b> Thursday, August 11, 2011 12:12 AM<br><b>To:</b> Ahmed Abd EL-Rahman<br><b>Cc:</b> cisco-voip@puck.nether.net<br><b>Subject:</b> Re: [cisco-voip] Contact Center Question<o:p></o:p></span></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal style='margin-bottom:12.0pt'>Ahmed -<br><br>Look into the "wrap code" feature within UCCX. Instead of classifying and reporting on calls based on IVR selections agents can classify a call after it has occurred for reporting purposes.<br><br clear=all>Matthew Saskin<br><a href="mailto:msaskin@gmail.com" target="_blank">msaskin@gmail.com</a><br>203-253-9571<br><br><br><o:p></o:p></p><div><p class=MsoNormal>On Sun, Aug 7, 2011 at 6:55 PM, Ahmed Abd EL-Rahman <<a href="mailto:Ahmed.Rahman@bmbgroup.com">Ahmed.Rahman@bmbgroup.com</a>> wrote:<o:p></o:p></p><div><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>Dear Gents,<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto;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 style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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 style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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 style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>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 style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'>So please could you tell me how this can be implemented.<o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'>Best Regards</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'> </span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='color:#1F497D'>Eng. Ahmed Abd EL-Rahman</span><span style='color:#4A442A'> </span><span style='color:#948A54'>I</span><span style='color:#333399'> </span><span style='color:#1F497D'>Senior Network Engineer </span></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='color:#1F497D'>CCVP, CCNP, CCNA, CCNA-VOICE, IPTX, UCCX, CRMCS, WLSS</span></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><a href="http://www.bmbgroup.com/" target="_blank"><span style='color:#002060;text-decoration:none'><img border=0 width=213 height=65 id="_x0000_i1025" src="cid:image001.jpg@01CC59CA.E48E0400" alt="Description: Description: cid:image001.jpg@01C99801.5B760420"></span></a><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><b><span style='font-size:8.0pt;color:#1F497D'> Lebanon I Egypt I Algeria I KSA I Libya I Jordan</span></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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: <a href="tel:%2B966%201%20200%205778" target="_blank">+966 1 200 5778</a> | Support Email: <a href="mailto:sa_support@bmbgroup.com" target="_blank">sa_support@bmbgroup.com</a></span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;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><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><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><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><span style='color:#948A54'>I</span><span style='color:#1F497D'> </span></b><span style='font-size:10.0pt;color:#244061'>Tel: <a href="tel:%2B966%201%202005813" target="_blank">+966 1 2005813</a></span><b><span style='color:#1F497D'> </span></b><span style='font-size:10.0pt;color:#244061'>I Fax: <a href="tel:%2B966%201%202005811" target="_blank">+966 1 2005811</a> </span><b><span style='color:#948A54'>I </span></b><span style='font-size:10.0pt;color:#244061'>Mobile: <a href="tel:%2B966%20507920925" target="_blank">+966 507920925</a></span><span style='font-size:10.0pt;color:#1F497D'> </span><b><span style='color:#948A54'>I</span><span style='color:#1F497D'> </span></b><b><span style='font-size:10.0pt;color:#1F497D'><a href="http://www.bmbgroup.com/" target="_blank" title="http://www.bmbgroup.com/"><span style='color:#1F497D'>www.bmbgroup.com</span></a></span></b><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;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;color:black'> </span></b><span lang=PT style='font-size:7.5pt;color:black'> </span><span lang=PT style='font-size:7.5pt;color:green'>Save a tree. Don't print this e-mail unless it's really necessary</span><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><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><o:p></o:p></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'> <o:p></o:p></p></div></div><p class=MsoNormal style='margin-bottom:12.0pt'><br>_______________________________________________<br>cisco-voip mailing list<br><a href="mailto:cisco-voip@puck.nether.net">cisco-voip@puck.nether.net</a><br><a href="https://puck.nether.net/mailman/listinfo/cisco-voip" target="_blank">https://puck.nether.net/mailman/listinfo/cisco-voip</a><o:p></o:p></p></div><p class=MsoNormal><o:p> </o:p></p></div></body></html>