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USD -How can queue-ing and routing be handled in a Call Center Scenario using USD application?
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Hi... One way of doing this is :
Apparently you need to have a CTI provider (preferably in cloud) which will handle the calls. Once they receive they can push a task/activity onto CRM queue. This can be then picked up by call center agent person. CTI will be doing this inside USD; perhaps a custom control will display calls details.
Overall chain of events will look like this:
1. Call initiated in CTI server
2. Task Created in CRM queue by CTI using crm api
3. User selected by CTI server based on availability
4. USD client control intimated by CTI server, and values like Phone Number etc passed
5. USD CTI adapter will initiate the search based on phone number and pop-up the customer card.
Thank you very much Pranav! This is a very great idea :)
P.s. I might keep this post unanswered for a while. I would like to wait for more suggestions. Thank you!
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