ICM support Call Back in this form?

bilalghayad · ‎08-19-2007

Hi Forum;

I might need to post my question in another way:

Does ICM support call back in the following form:

If caller was in queue, a script will ask him if he need to stay in queue or need the agent to call him back later, if he select to be called back, then ICM will automatically call this caller when there is a free agent available.

Can ICM do this or need a third party application?

Regards,

ITS

Bilal Ghayad

Mobile: 00965 9849460

Edward Umansky · ‎08-23-2007

You will need a third party app.

AshG · ‎09-21-2007

The application you need is called 'queue buster' to achive this feature.

Riccardo Bua · ‎09-21-2007

Hi Bilal,

with quite some customisation you might achieve this using ICM and the personal call back feature, it all depends on how you want to do it, the out of the box solution is not considering this option.

Regards,

Riccardo

jaska_jokunen · ‎09-23-2007

Should we use "personal call back table" and insert records to it? Then add some agents to blended mode skill-groups and they would receive those records?