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Hello, I would like to discuss our use case to understand if it's manageable and how:
The problem occurs when the call reaches the operator's client: we haven't found a way to use our customer's identification code creating the url to be opened in the browser. In the "CRM integration" settings, both using the option "Open contact URL using Server Side Integration" or "Open Contact in Custom CRM" there is no way to get that information.
I would like to clarify that our customers can call from various numbers, including those of hotels or even call with an anonymous number. Therefore, we cannot use the caller's number to uniquely identify them, which is the reason we have authentication done through CFD.
- A customer calls support.
- Through CFD, the customer authenticates themselves, and from this moment, we know who the customer is, having their unique code.
- Based on the customer, the CFD decides which operator to transfer the call to.
- The call is transferred to the correct operator.
- Through the client application present at the operator's location, a browser should open on a page managed on our systems that shows all the customer's information.
The problem occurs when the call reaches the operator's client: we haven't found a way to use our customer's identification code creating the url to be opened in the browser. In the "CRM integration" settings, both using the option "Open contact URL using Server Side Integration" or "Open Contact in Custom CRM" there is no way to get that information.
I would like to clarify that our customers can call from various numbers, including those of hotels or even call with an anonymous number. Therefore, we cannot use the caller's number to uniquely identify them, which is the reason we have authentication done through CFD.
