05-31-2002 04:36 AM - edited 03-12-2019 07:02 PM
Could anyone possibly help . I have 21 Agents logging into 3 skillgroups .
Is there any way to provide them with the option of which groups to log into and to selectively make them ready in these groups .
Also when a call is not answered on the desktop (ring no anser)and the agent is made not ready is there any way to redirect the call to the original dialed number .
05-31-2002 12:55 PM
We don't currently allow the agents to decide what groups to log into or selectively make themselves ready on a group-by-group basis.
This feature is on the roadmap for IPCC, but is not yet assigned to a release.
RONA (Reroute On No Answer) is supported in IPCC with ICM 4.6.1.
06-02-2002 09:38 PM
Pat
When multi skilling the RONA is a problem as from CallManager's point of view you can only forward to one destination .In ICM there is only a reroute script per Agent Team and an Agent can only belong to one Agent Team .
IS there any way of determining the Original Dialled number and then re-routing the call to that Original Dialled number to ensure that calls do not end up in the wrong skillgroup ?
regards
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide