As a background, Cosmocall receives all request via email, voice mail, or voice call. When a call center agent accepts or aknowledges the request, Cosmocall will launch the scratch pad screen in Service and shall the following information, to wit:
if Voice call, Cosmocall to pass caller id, type of call (i.e. call) and ivr option.
if voice mail, cosmocall to pass type of call (i.e. voice mail) and ivr option
if email, cosmocall to pass type of call (i.e. email), sender's email address (if possible), and content of email (if possible)
1) Complete and fully-functional working integration program(s)