Agent transfer call to another skill group using Cisco Finesse 11.5

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Feb 17th, 2017
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Hi folks,

I reviewed the messages on Cisco support forum but most of them are related to CAD and CTIOS. Need suggestion on how shall I achieve "Agent can transfer / re-route to another skill group" Usually this happens when customer call is landed in wrong skill group.

Am using Packaged CCE 11.5.1 solution.

Please suggest.

thanks & regards,

Ritesh Desai.

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Sasikumar Divvela Fri, 02/17/2017 - 01:08
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Finesse desktop also have transfer button. Agent can use that option to dial to different number. 

Are you looking for different option than this ?


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