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It is recommended to integrate HR with CRM to bring the employee and positions data together, but it is not mandatory. The agent information could be maintained in the CRM system itself. I believe it is possible to play a recorded message and it should be possible to pick up the customer name or contact person name from the call list. But this is more of a CTI functionality. CTI (Computer Telephony Integration) is a third party tool like Genesys, Avaya or Siemens. Broadcast messaging server is an SAP component.
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