Receiving the Next Caller in the Queue

If your CTI-IVR system allows users to request the next caller waiting in a queue, the system provides a mechanism to integrate with this functionality.

A BPA script called Get Next Caller (C1-GtNxtClrC) is available that can be used to request the next call waiting in an inbound queue managed by a CTI application.

When the Get Next Caller BPA is executed, it launches the CTI Get Next Caller and Launch CTI processing scripts that are defined in the CTI/IVR Integration master configuration. Your implementation creates the CTI Get Next Caller script that retrieves the next account in the queue. The base product supplies a sample Launch CTI BPA script that launches Control Central using the C1-CCByAcct BPA script and passing in the account that was returned by the CTI Get Next Caller script.