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New Member

Agents handling multiple IVR/Call center calls

The scenario is that you have  agents who have multiple skill sets and can take calls from 2 different IVR/Call centers.

Now you want to assign calls from IVR1 a higher priority over calls from IVR2. Can that be done in ICM since the calls

are coming different IVR's and have different ICM scripts.

2 REPLIES

Agents handling multiple IVR/Call center calls

Is the same ICM handling both calls?  If so, if you use priority on one call it will take priority over any other less priority calls.

david

New Member

Agents handling multiple IVR/Call center calls

Yes, it is same ICM. I use priority all the time within same scripts, just wasn't sure if it would work the same way across independent scripts.  I will test it and see if it works.

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