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CVP comprehensive Call flow - ICM Queuing

pramod.ramesh
Beginner
Beginner

I would like to know if we have a way to check if the call is queued already. Before we queue the call again based on ANI.

 

Here we are using third party application to request call back from agent. So once I request call back, call will be disconnected and call will be in queue.

 

Again for some reason, I request call back... my new call also will be in queue. So I don't want two calls in queue and wasting agent productivity.

 

ICM 10.5.2

CVP 10.5

 

2 REPLIES 2

Edward Umansky
Enthusiast
Enthusiast

If you're using a third-party application (Virtual Hold I assume), then the original call doesn't stay in queue, it hangs up. The callback call is a new call that is queued at high priority. If you're using Cisco's built-in CCB feature, then the original call stays in queue the entire time and is reconnected to the caller automatically, you don't have to re-queue at all.

david.macias
VIP Advocate VIP Advocate
VIP Advocate

You need to provide more details. The ICM scripting should tell if the call is queued or not and if you want to be sure that it's not, then change your ICM scripting to dequeue the call.

 

david

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