Can CCX to transfer a call for another agent in a different queue?

[Jean Lofrano]

Hi !!!

I have the CCX 7.0.

For Example:

A inbound call is not answered for agents of queue "A". 

So I need to alocate a agent of another queue for answer that call...

How Can I to do that? The supervisor will get to manage with out a administrator??

Here in Brazil, We call "transbordo" this funcionality.

Thanks.

[thomascollins]

Yes.  You would do that within your script.  If a call has been on hold in a queue for too long, you can re-assign it to another queue.  Perhaps an overflow queue with additional agents?  Or maybe a regular pre-existing queue but this call gets a higher priority (so they go to the front of the line).

If it was a special overflow queue, a supervisor could manage which agents are in that queue, without needing an Administrator.

[Jean Lofrano]

Hi Thomas,

Thank you for your return..

The change in my script is a option, but I cannot to use because the supervisor needs to manage the agents in overflow.

So, an overflow with additional agents is the solution!!

How can I to configure a especial overflow for the supervisor could manage? I need to customize or the CCX to do that?

Thanks.

[Sheraz Saeed Lodhi]

You can create a CSQ and in your script put the logic to queue the call into this overflow queue only when there is some Agent in login/ Ready state.

Then a supervisor can put any Agent in this queue whenever they want to use this CSQ.

[Jean Lofrano]

Ok !! It is great!!

The supervisor agent will permit to change the agent of queue?

Thanks.

[Sheraz Saeed Lodhi]

This can be achieved by admin page if the supervisor has admin rights too.

[Jean Lofrano]

Ok thanks, but the supervisor with admin rights?

I think that the supervisor with admin right is danger... Is there any another option?

thanks.