Call Work Codes - Outbound Calls

[wenparkhay]

I have been reading some of the past threads on Call Work Codes and have read they are only used for inbound ACD calls. Does anyone know of a way to keep track of outbound calls. We have a few agents that make outbound calls only and they would like to have a stroke count or call work code entered for outbound call types. If CMS can not do it...is there another software? Thanks.

 

[SF0751]

AUX Reason Codes?

Susan
"Opportunity is missed by most people because it is dressed in overalls, and looks like work." - Thomas A. Edison

 

[nohuhu]

wenparkhay,

contact center express uses inbound phantom calls for this exact purpose. there's a server application that pulls contact info from the database, makes a phantom call from a virtual extension to the specified vdn number and when this phantom call is presented to an agent, an agent client application pops up the contact data at the agent's desktop.
well, never mind what it does with contact data but the idea is to make an inbound call from virtual extension and then conference it with actual outbound call to a customer. this way, agents are reported as being occupied on inbound calls with all bells and whistles such as call work codes, after call and so on.