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Transfering a call back to queue UCCE

Answered Question
Jul 19th, 2013
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                   Good day. I would like to know if it is possible and how can an agent transfer a call back into queue.

I am quite new in administering UCCE. Any help will be highly appreciated.

Correct Answer by safety2008 about 4 years 1 month ago

really as simple as having the agent transfer the call to the appropriate group is all.

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Gergely Szabo Fri, 07/19/2013 - 01:26
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Hi,

yes, certainly. There's no technical reason that would prevent the agent calling a CTI route point which is controlled by ICM and in turn, triggers a script that would send the call to a skill group or a queue.

G.

joveldeguzman Fri, 07/19/2013 - 01:37
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Gergely,


What do I need to or add to make this option available to agents?

Gergely Szabo Fri, 07/19/2013 - 01:38
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Create a new script that would send the call to the skill group and/or queue.

G.

Correct Answer
safety2008 Fri, 07/19/2013 - 05:48
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really as simple as having the agent transfer the call to the appropriate group is all.

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