SHORETEL IS NOW PART OF MITEL. See how powering connections in the cloud is now brilliantly simple.

Call back info for use in database dip on agent prompt to callback

Jan 18, 2011 05:20 PM PST
Ryan Dyla (gone-partner)
Global CTI Group
Hi -

I am using a simple script that usually ends with collecting callback info. After the user submits their callback request, my agents are prompted to call the person back. They see a pop-up window that has the phone number, and 2 unknown fields that say Customer name and Customer number. I'd like to run a query based on the number input as the callback number to retreive a customer number and customer name - so the agents can see who they are calling.

Any idea on what the system stores the callback info as when it finishes the call control script? i.e. can I run a database dip with SELECT intCustId, strCustName from tblCustomers WHERE strPhoneNum1 = '%call_back_destination%' or something similar?

Any feedback would be appreciated. :)

Thanks,

Ryan

To reply to this post please Sign In