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Community Member

Transfering a call back to queue UCCE

                   Good day. I would like to know if it is possible and how can an agent transfer a call back into queue.

I am quite new in administering UCCE. Any help will be highly appreciated.

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Community Member

Transfering a call back to queue UCCE

really as simple as having the agent transfer the call to the appropriate group is all.

4 REPLIES

Transfering a call back to queue UCCE

Hi,

yes, certainly. There's no technical reason that would prevent the agent calling a CTI route point which is controlled by ICM and in turn, triggers a script that would send the call to a skill group or a queue.

G.

Community Member

Transfering a call back to queue UCCE

Gergely,

What do I need to or add to make this option available to agents?

Transfering a call back to queue UCCE

Create a new script that would send the call to the skill group and/or queue.

G.

Community Member

Transfering a call back to queue UCCE

really as simple as having the agent transfer the call to the appropriate group is all.

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