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IVR like functionality using report

Apr 11, 2017 at 09:39 AM

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Hi Experts,

I need to implement an IVR like functionality but in a report. What IVR (CTI SAP integration) does is...it takes the BP ID and routes this call to available 'Ready' agent and what this agent sees on his screen is that this particular BP has been searched and confirmed

Now I need to achieve this using a report. What this means is, the report will take Agent ID and BP which is to be searched and on executing this report, this BP will be searched / confirmed on the Identification view of the Agent

Example: Assume Agent who ID is X99 is logged in to the IC Web client. Needed a report with below parameters
iv_bp = '1234'

iv_agent = 'X99'

on executing report, what should happen is that in the IC web client session if X99, BP=1234 should be confirmed

Any pointers how to achieve this ?

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