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Call Charges - IPCC

Hello Gurus,

We use ICM6.0(with QM).

- IPCC Contact Center at Location "A"

- Voice Gateways at Location "B"

- Location "A" and "B" connected via leaseline.

We are trying to put up a solution as follows.

Customer Calls the Contact Center

Is it possible to queue (or some kind of treatement) the call on the QM, for the initial call duration of 20 secs or less while the ICM tries to locate an available agent more importantly without the caller being charged. After the initial 20 seconds the call is charged to the Customer.

I am not sure if this possible with the our IPCC configuration.

One of our clients has managed to set this up using (Rockwell) however both the voice gateway and the ACD are the same location.

Any ideas

Many Thanks

2 REPLIES
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New Member

Re: Call Charges - IPCC

As soon as the customer call has reached a termination point the call has started and therefore the caller (or you on toll free) will be charged. The locations and relative positions of the termination points are irrelevant.

If you are running a network hosted solution the provider would be able to use the Network to 'hold' the call before delivering it to the queuing point.

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