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How it works
Ms. Emily Brown calls to the customer care to get information about her order.
An IVR application ask asks her to insert the order number, then she is gets connected to an agent.
The agent Agent John Doe answers to Ms. Brown, the Phonebar launch a URL to company CRM with some call parameters (CallId, Agent, Queuename) and the order number (previously inserted in the IVR).
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The custom CRM application receive receives the data from Phonebar and open opening its web interface with the customer's order information
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The purpose of the web page in the above picture above is only to explain the CTI feature. xCally doesn't provide include any web page template. |
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