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Call Center - Intelligent Routing

Call Center - Intelligent Routing

Call Center - Intelligent Routing

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

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!


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