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New Member

CallRedirect and Agent Not Ready state

Problem Details: IPCC Express Premium 4.0.5 Build 042(I will be upgrading to

sr1 next week)

Our IPCC script uses a call redirect to call a customer back if they don't

want to stay on hold. When that call redirect happens the agent gets put in a

Not Ready state. Is it possible to put the agent in a talking state? Upon my

little understanding it is not because CRS is not delivering the call to the

agent, rather the agent is being redirected to the customer. Is there another way to do a queue call back feature?

New Member

Re: CallRedirect and Agent Not Ready state

Using the redirect step in IPCC: Is the redirect step a "blind transfer" to the destination? If so, what constitutes a busy condition?

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