oaisys,CTX670,Netphone,Inter-base,and account codes - 09/21/04 11:45 AM
I have a CTX 670 using oaisys netsuite products, strata acd and insight ctx in my call center. The combination of these products is horrifying. I am currently looking for a way to enter record numbers from our database into our call reporting software. The ways I have been experimenting with include using netphone and having the agent enter the record number either into the call info or extra info pop ups. but I am unable to report on these with the insight CTX reporting package. I can access call records in my Call accounting software and using the oaisys tracer suite. The tracer reports on the call info and extra info pops but does not report agent information. Finally account codes seem to be the answer! However, the record numbers will ultimatley grow in length and use more digits. I have never used account codes. What are the rules regarding the number you may have? Is the number of codes that can be entered voluntarily a set number? In short we would just like to be able to label calls in our acd reporting software with the number of the transaction in our database.