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Manually forwarding a Call Center

Manually forwarding a Call Center

(OP)
I have a Supervisor of a Contact Center that wants to be able to forward their calls to an answering service at will, i.e., closing early due to bad weather, etc. I've never done this from a phone. Usually it's in an application with TOD routing, or in the script for that queue. She wants to be able to do it from her phone manually. Please advise. Thank you.

RE: Manually forwarding a Call Center

The only thing I could suggest if that you add in a phantom DN on the initial call that comes in so that it diverts to the Call Centre ACD queue as normal via the DCFW feature. You can then use the RCFA FFC feature to forward the Phantom DN to a different number via the sets SCPW.

This can be controlled from any Meridian extension.

Firebird Scrambler

Nortel & Avaya Meridian 1 / Succession & BCM / Norstar Programmer

Website = http://somertel.com
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RE: Manually forwarding a Call Center

Put something like this in your script

IF NOT LOGGED OUT AGENT 2345 THEN
ROUTE CALL 6789
END IF

Then she can just log in to any agent phone with agent id 2345 and the script deals with it.
She has to remember to log the agent out when they return.

RE: Manually forwarding a Call Center

(OP)
Thank you both for your input/suggestions. I'll give them a try and see what works best for our scenario (what she is comfortable with...lol). The information is much appreciated!

RE: Manually forwarding a Call Center

I had one where they wanted to be able to shut down a whole CC or just groups of queues remotely I did this by a separate script that they dial into provide a password then depending upon there selections it would set a value against a Wild Variable. the in the main script you check the status of the Wild Variable and route the call as you want.

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