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How does Active Enterprise synchronize the transfer of voice and data between agents?

April 26, 2017active agents Data Enterprise synchronize transfer Voice

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How does Active Enterprise synchronize the transfer of voice and data between agents?

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Voice and data transfer is facilitated by the application initiating the transfer. The application loads relevant information into a user-defined field (typically the ISDN UUI field). When the call is transferred, the receiving client loads the UUI into the CallClass. CallClass information is passed to an application through an ActiveX COM link at the desktop client, where the application initiates a screen pop based on the received information.