I have a call center that deals with security calls where the agents often need to reference their recorded call quickly. Currently the agent has to leave their live page, run a report, scroll to the call, open the call details, then click the recording. I know this feature may not usually be useful but it would be nice to have the option to allow the agent to go straight to the details and/or recording from the live page. I have tried using the crmapp option and custom URL when placing the caller into the queue but it only results in the Illegal File page. Maybe someone has an idea of how I can accomplish this? Thank you.
