I'm trying to figure out the best way to fire a subroutine when an agent pulls, or picks up, a call out of a queue. We have a handler written that SQLInserts Interaction attributes to customer's Remedy database. We are initiating that subroutine/handler in the CustomACDProcessCall_AlertSuccessful and CustomACDPostAlertEmail customization points when the interaction is alerted to the agent and they pickup. Thats working great. Customer told us their agents will also monitor certain workgroup queues and can decide to Pickup the call. Since no Alert process is completed here, our subroutine to do the SQLInsert never happens. Where or how would we also fire our handler in the situation where the Agent picks-up a call or email from a queue with no Alert process? Thanks for any ideas.

Can't see why that would not work.? Are you saying your Handler fails when the Workgroup name changes ??