Hi,

We have integrated our CRM application with AACC6.4 and working fine. Now customer request us to block the nuisance callers which are tagged in CRM application. Every call should be validated with CRM database and check whether the CLID is tagged as nuisance category or not. If yes, those call should be give specail treatment otherwise route the call the to the agent. Can anyone please provide the solution for it.

You need to use Host Data Exchange (HDX) with the Database Integration Wizard. If your production database is too slow or unreliable (don't want real callers waiting) then I have used a nightly download of the CLID from the CRM to a smaller database. You can use the other way too, say giving priority to special callers.