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IS there way that requeue the call back to queue

IS there way that requeue the call back to queue? Here is the scenario: If agent answer the call but have to put it back to the queue with lower priority, how can we achieve this when doing the script?

System is IPCC express 3.03

2 REPLIES
Bronze

Re: IS there way that requeue the call back to queue

You can create a real simple script/application and the first thing is to set the priority really low, then drop the caller in the queue. Then have a seperate route point setup for that low priority application, then the agent can simply transfer the caller into that route point which will put it in the queue at a low priority.

Rick

Bronze

Re: IS there way that requeue the call back to queue

Create a new Route Point and have the Agents transfer the call to this no if they need to lower the priority.

On IPCC Express, associate this route point with a sctipt which sets the low priority, now you can either reque it to the same queue or if you want a smaller script do a call redirect to the main route point ( where the original queue is, and make sure you are not resetting the priority ).

HTH

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