Am I losing my mind or am I right. I have a contractor that is insisting on his agents "parking" inbound ACD calls and then other agents manually "picking" up those calls. However, he still wants the ACD statics on those calls as though they were queue stats. How is that handled? That totally negates the ACD queue function and in my opinion why send the call through IPCC at all? I'm open for correction or suggestions. THANKS TO ALL!
Depending on your configuration, you could park your call in the network, and then have it sent to a queue on your PBX once the agent becomes available.
Thanks for the response Barry! Actually this is a true IPCC environment with CallManager 412. After much research, I have found documentation from TAC that IPCC and CCM Call Park/Pickup functionality is not supported or recommended. Nice to know.
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