IPCC Agents

Unanswered Question
Jun 29th, 2007

When all agents are on the phone and there is a call in queue, is it possible for an agent to manually take that call out of queue and maybe place it on hold.

I have this problem too.
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ebreniz Thu, 07/05/2007 - 11:54

Yes, it's possible for an agent to manually take that call out of queue

amit.dham Thu, 07/26/2007 - 23:58

hi, will it be possible for you to help me understad the licensing components in IPCC Enterprise...??

Chris Deren Thu, 07/05/2007 - 11:59

What do you mean by "manually take that call out of queue"?

The only thing you can do is either disconnect the current call on the ACD line or transfer it to another line, and make yourself ready. This way the call from queue will ring your ACD line and then you can put it on hold.



jarogers2 Tue, 07/24/2007 - 08:51

I have a customer who wishes to accomplish this as well. The Supervisor wishes the Agent(s) to either have some visibility that there is a call in the que, or for the Agent to be able to handle more than one call at a time.

According to the recommendation here, the Agent would need to field a call on their ACD extenstion and transfer that call to their private extension thus making them available on their ACD extension? There isn't a cleaner way to accomplish this--or to at least give the Agents some view of calls that are in the que?

Any assistance would be greatly appreciated.


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