07-19-2013 12:47 AM - edited 03-14-2019 12:05 PM
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.
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07-19-2013 05:48 AM
really as simple as having the agent transfer the call to the appropriate group is all.
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07-19-2013 01:26 AM
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.
07-19-2013 01:37 AM
Gergely,
What do I need to or add to make this option available to agents?
07-19-2013 01:38 AM
Create a new script that would send the call to the skill group and/or queue.
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