IC Manager - Call Listen Funtionality

Hi,

Currently Call Listen function is available in SAP CRM IC Manager Dashboard. Our customer wants us to extend Call Listen functionality to Call take over functionality.

In detail, Manager should be able to take over the call at any point during listening the call from Agent from IC Manager Dashboard.

Is there any Call Take Over functionality available in IC Manager Dashboard or anybody has experience to handle such requirement in SAP CRM. We are using a non Certified CTI vendor.

Thanks.

Himanshu

Edited by: HIMANSHU GUPTA on Apr 21, 2010 9:10 AM