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PCM and Call Centre

PCM and Call Centre

PCM and Call Centre

Possibly a silly question.

We have a professional call centre on BCM400. The agents are using T7316E handsets. The respective Skillset name appears on the display prior to the agents answering the calls. Sometimes when they are busy, they do not always notice which skillset is calling in. Now the powers that be have asked if Personal Call Manager could be set up on evey agents PC in the hope of 'screen popping' showing the skillset.

As the incoming calls could come from anywhere in the UK, is there any way that a 'Target Line' could be linked to PCM to 'screen pop'?

I personally cannot see a way of doing this unless they utilise Multimedia Call Centre.

Any guidance/pointers would be appreciated.

Thanks in advance.


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