We're working with AACC 6.2. Scenario is when customer calls us we want to screen pop our internal CRM system using a unique call (contact) identifier on the query string. Should our 1st line agent capture any details we will store them in our CRM using, using the unique call (contact) identifier as reference. First line agent can then pass call (contact) to a call queue. Upon answer by 2nd agent, we want the screen pop to use the same query string call (contact) identifier such that we can load the previously captured infomation from our CRM. We're struggling with configuration - is there an intrinsic we can use to screen pop which serves this purpose? We're finding that when the 2nd agent picks up from the queue, the id (eg SIP_CONTACT_ID, cmfContactId) have changed. Is what we're trying to do possible? Should we be looking to manipulate something in the orchestration designer? It doesnt seem like a complicated "use case", but above all, we're trying to a bespoke solution using the SDKs, instead concentrating on what we can get "out of the box". thanks, Mike

Hi Mike,
There is no unique Call ID that references a SIP Call from beginning to end. You can generate a Unique ID by merging the first Agent ID & first Call ID and attach this ID to the Call using the Open Networking CCMS web service.


Regards,
Audrey