My customer would like to begin using screen pops and a few other features that will require us to identify a caller before the agents answers the call. Normally we would use CLID or an IVR session to get the customers account number into Symposium. In this case CLID is not effective because our callers have many numbers and we would not be guaranteed a match. In addition my customer will not allow their users to go through an automated system. Currently all calls go through reception (2250 consoles). My customer requires that reception continue to answer all calls. If I have the operators transfer the calls to SCCS and enter the agent ID for the caller when the operator completes the transfer that information will be lost when the call goes back to the beginning of the master script. I tried using the conference feature on a 3900 series phone but the PBX will not allow the completion of a conference call with Symposium.
Do you have any ideas on how a third party (Operator) can enter IVR information for a caller and have that information remain with that caller through Symposium.
Do you have any ideas on how a third party (Operator) can enter IVR information for a caller and have that information remain with that caller through Symposium.
