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BCM/CRM : ss IVR client identification

Hi all,

Does anyone have any experience in identifying a client in BCM's IVR ? (client number taken from CRM).



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  • Posted on Mar 20, 2012 at 06:23 PM

    Hello, Eli.

    What is your exact question? Or do you ask in general? In general there should be a SOAP state in IVR which will call some web service on CRM side and pass collected information to it. In turn it should provide BP's GUID to IVR and IVR should pass it to CRM through CAD when an agent picks up the call.

    Or could you please describe your scenario?

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