Queries Regarding CTI Implementation and Features available in CTI

(Doc ID 2371324.1)

Last updated on MARCH 09, 2018

Applies to:

Siebel CRM - Version 15.17 [IP2015] and later
Information in this document applies to any platform.

Goal

Are the below features supported in the vanilla version of Siebel CTI ?


a. IVR (Interactive Voice Response).
b. Call routing to respective agents based on availability and skillset.
c. Concurrent reporting of call aging, wait times, calls abandoned in queue.
d. Pass callers to post call IVR audio survey and report results.
 

Solution

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