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New Member

Allow second incoming call to agent?

Customer has an aberrant demand: since only one agent works at night in the call center this agent is sometimes overloaded by getting more than one call.

Imagine he handles one call (caller is a general person) but this time a very important second call arrives. Customer wants agent to be able to recognize that second VIP call, and be able to set the first call to Hold and handle the VIP call. Any idea how to implement it? Thanks in advance!

5 REPLIES
New Member

Re: Allow second incoming call to agent?

How does an agent identifies that the call is an important one as of now with out IPCC.

What I mean is what is the PARAMETERS they are looking for?

New Member

Re: Allow second incoming call to agent?

Ok, some word about the current situation:

customer has relaively few (4-5) partners, these partners can call in to the customer, where simply two phone rings simultaneously. Different partners calls different numbers, these numbers are administered on agent's phone (in other words, on agent's phone there are different extensions for the different partners).

When an "agent" answers a call, it is possible to have second call on an another extension, and agent can recognize if the second call is a VIP partner, this time he puts the current call to hold and handle the VIP call immediately.

This means that agent can give "priority" to the VIP partner even he has an active call!

What I would like to implement is that an agent should be able to handle a second call even if he has an active call - of course agent hass to see that a VIP call arrives to the call center!

New Member

Re: Allow second incoming call to agent?

Probaly you may try this.

Look for the number on which the call came in and then if the clal is comming on a Priority number then from the CAD initiate a application pop up which can tell the agent that there is a priproty call in the queue. You may need to use some macros to do that

I have not don ethis , but hsi is just an idae

p.s: rate it if it helps

New Member

Re: Allow second incoming call to agent?

I am not a CC expert, so there is one thing I do not understand: if a "VIP call" arrives, a CRA script handles it. What you wrote is that CAD should recognize (instead of the CRA script) that this is a priority call. Am I right that a CRA script should initiate a popup application to the proper agent? In the other hand a macro can be started by CAD only when call is delivered to an agent - but this time agent is talking to a not-VIP person, so CC should not deliver any more call to the agent.

So which component should initiate that popup?

Thank you!

New Member

Re: Allow second incoming call to agent?

You may be right. CAD may not be able to initite this until the call comes to CAD.

May be you have to pop up a screen from CRA using options like

CREATE Documen or Excecute Java options in CRA.

I am not much familar with these steps, but I am sure an Java expert can make it to work

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