CCA to pass pilot and CLI to another app on the Client PC

[murraya]

hi, just a starter question before I go down this path.
a customer requires to pass CLI and pilot information to a call recording client that is running on the agents PC.
I believe this will be possible but I would like your thoughts before investing much time into it.
each agent has CCA and the recording client loaded onto their local PC.
I assume we will need to use the SDK to develop the link though.

[cavagnaro]

You need CCA source code, modify and then call your recorder SDK on CCA

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[murraya]

cheers Cav, so in theory possible.

[cavagnaro]

Yeah, as long as you have correct tools, why not.

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[murraya]

anyone actually done it?
I assume its much like creating a screen pop from a database, pass cli to database to look up customer details, pop on agents screen.

[cavagnaro]

I have but with Qfiniti recorder who do provide a SDK. You say about messing with db directly... That can be risky as usually recorders handle more than one table for each call

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