ICM call redirect

Answered Question
Oct 15th, 2008
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Is it possible to build a script that will check a label and if it doesn't answer in 3 rings then take the call and redirected it to another route?

Correct Answer by david.macias about 8 years 7 months ago

No, what you could potentially do is queue the call to a skill group with one agent and if the call goes RONA, then do some sort of other routing. A label usually means an destination which is not part of the call center and is not being monitored by ICM.


david

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Correct Answer
david.macias Wed, 10/15/2008 - 10:34
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No, what you could potentially do is queue the call to a skill group with one agent and if the call goes RONA, then do some sort of other routing. A label usually means an destination which is not part of the call center and is not being monitored by ICM.


david

rhornsby69 Wed, 10/15/2008 - 10:39
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That's what I thought. We don't have enough skills to provide what is being asked for. They want to be able to try to send the call to a Rep and if that Rep isn't available, then send it to a queue.

david.macias Wed, 10/15/2008 - 10:46
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Not knowing more than what you've posted, using a queue to agent (ICM) node should solve your issue.


david

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