When I worked with a callcenter what I did was setup a seperate shopping cart just for the callcenter people to use. I then had that cart have a mandatory field called "Reference Code" which the call taker asked the customer for. The order could not be processed without it. I made it mandatory so the callcenter wouldn't forget to ask for it.
The reason I made it a seperate cart was so the online customers didn't have to enter a mandatory reference code when placing an online order.
Hope this helps you...
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- Chet
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