Hello ,
We are going to implement CTI integration CRM and Cisco.
The problem is that our agents used to work in several CRM sessions.
The requirement is to be connected to communication system in all open sessions.
For example:
Agent get incoming phone => Customer 1 data displayed on IC Web screen => agent finish conversation with customer 1 (end call) but BP is still confirmed (agent should continue to document interaction, issue a quotation) . Agent should have a possibility to get a new incoming call in different CRM session – including second customer details.
Can this scenario be implemented?
In our DEV systems every time I open a new CRM session I have no possibility to open more than one session with communication system connected.
Regards ,
Rika
