An organization wants to obtain an account number from a customer through IVR prompts. Then, using a keystroke macro, the customer wants to enter the account number into the account-number field in the agents’ CRM desktop application. The keystroke macro will also launch the CRM desktop application, which performs a database lookup from the CRM Database server to retrieve the customer record. Assuming the organization wants the lowest-cost solution, which product does it need for this capability?
Question 2
A Cisco Unified CCX deployment has licenses for 120 agent seats, of which 70 agents log in as chat agents through a standalone browser. In this scenario, how many agents can handle voice calls through Cisco Agent Desktop?
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