×
INTELLIGENT WORK FORUMS
FOR COMPUTER PROFESSIONALS

Contact US

Log In

Come Join Us!

Are you a
Computer / IT professional?
Join Tek-Tips Forums!
  • Talk With Other Members
  • Be Notified Of Responses
    To Your Posts
  • Keyword Search
  • One-Click Access To Your
    Favorite Forums
  • Automated Signatures
    On Your Posts
  • Best Of All, It's Free!

*Tek-Tips's functionality depends on members receiving e-mail. By joining you are opting in to receive e-mail.

Posting Guidelines

Promoting, selling, recruiting, coursework and thesis posting is forbidden.

Students Click Here

Call Center - Intelligent Routing

Call Center - Intelligent Routing

Call Center - Intelligent Routing

(OP)
I want to be able to transfer calls waiting in a skillset to an external number and I want to be able to toggle this functionality remotely from a telephone.

I am about to configure an Intelligent overflow rule to transfer calls to an external number (rule 2 in overflow rule table in call center/callpilot.
As far as I can see I have 2 ways to go about the remote side of things. I can have an agent stay logged on (with rule 1 kicking off when they log off - action : voice mail) and then the question would be : how do I log off an agent remotely from a telephone?
Otherwise I could log all agents off and the question would be : how do I turn off the overflow rule from a telephone remotely? (this is the preferable way since I wouldn't have to have users waiting too long in the skillset).



RE: Call Center - Intelligent Routing

use an IP phone at the remote site. then you can do everything just as if you were at the remote site.

RE: Call Center - Intelligent Routing

(OP)
THats a great idea .... and would do so for most sites.

Although in this case, I was thinking of the Company Christmas party, where all employees would be at a restaurant! ... no internet access there unfortunately!

cheers

Red Flag This Post

Please let us know here why this post is inappropriate. Reasons such as off-topic, duplicates, flames, illegal, vulgar, or students posting their homework.

Red Flag Submitted

Thank you for helping keep Tek-Tips Forums free from inappropriate posts.
The Tek-Tips staff will check this out and take appropriate action.

Reply To This Thread

Posting in the Tek-Tips forums is a member-only feature.

Click Here to join Tek-Tips and talk with other members! Already a Member? Login

Close Box

Join Tek-Tips® Today!

Join your peers on the Internet's largest technical computer professional community.
It's easy to join and it's free.

Here's Why Members Love Tek-Tips Forums:

Register now while it's still free!

Already a member? Close this window and log in.

Join Us             Close