Need more agent info on telephone screen - CT!?

[abacks]

I have sort of an odd request and thought I would see if you had any input

Basically need some CTI with information to the agent telephone rather than a screen pop

currently has a G3si with CM2.2 software.
Elite call center, 330 agents, 40 IP Agent licenses



They have one group of about 15 call center agents that are handling inbound calls. These calls are routed to specific VDN’s from AT&T based on the area code the call is coming from.



Once the caller is in the the system, they are routed based on prompting in response to why they are calling.



Each of these VDN’s has a label that they need the agent to see before they answer a call. This label will tell them why the caller is calling and eliminate the need to ask for the information again.



The customer has an issue with the 22 character display that is available on the 8410D telephones, it does not show enough of the VDN name to get the agent the info they need



Do you know of a third party CTI application that could populate the 2nd line of a CallMaster or IP Agent display with information from a database according to the active VDN





Andy Backs
Voice and Data Networks

 

[WimW]

Hello,

There are several solutions to get the information to the agent:

- Make the VDN Names shorter so that all information can be seen by the agents
- Install a CTI application which uses UUI to store the information which should be displayed to the agent. An CTI application needs to be running on the desktop, next to the station to display the UUI and give the agent all the information it needs.
- Develop a CMAPI application which controls the display of the phones and changes it to what you want to see.



Wim