08-19-2007 04:19 AM - edited 03-14-2019 01:11 AM
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
08-23-2007 07:49 AM
You will need a third party app.
09-21-2007 04:41 AM
The application you need is called 'queue buster' to achive this feature.
09-21-2007 04:58 AM
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
09-23-2007 10:40 PM
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?
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