can the IPCC Express agents answer 2 call in the same time?

Unanswered Question
Sep 15th, 2008

hi some client need his agents answer 2 calls in the same moment... in the IPCC 5.0 can i do that?

I have this problem too.
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Steven Griffin Mon, 09/15/2008 - 09:06

Uh, no. Once an agent is reserved that agent cannot be presented another call until the first call is complete.

An agent can be a member of two Contact Service Queues (CSQ) and a script can ask for resources from one or both queues at the same time.

esa786_2 Mon, 09/15/2008 - 10:22

Hi As previous post mentioned, there is no posibility to give two call to the agent at a time, Once a agent is reserved,the CRS will not give the second call. Why customer wants this facility. Did u check with the customer in which condition, agent have to take two calls? pls udate the customer justificaiton




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