Telephony-Getting Alerts at Contact Started Event

[Former Member]

Hi Friends,

We have issue in our telephony scenario.

Whenever the agent in the call center receives the call they should be prompted with Alert before clicking on ‘Accept’ button i.e just before the start of the interaction. Alert includes some attribute present in the contact attached data ( CAD) , the CAD data is getting filled at the time of the call coming in , 'Accept' button is blinking

Currently i am using 'Interaction Started' event, so i am able to see the alert when user clicks on 'Accept', but NOT when the call is coming in.

Which is the events that can be used to achieve this requirement ?

Thanks,

Bhushan

[corrine_guan]

Hello Bhushan,

The event for your requirement is 'ContactStarted' which belongs to MCM. But since not evey customer would use MCM, it is not provided as part of standard delivery(db table CRMC_IC_EVENT_REP).  If it is strongly required, you have to add this event by yourself and then use it in the rule policy.

Best Regards, Corrine