Outbound on IPCC vs Outbound on Non IPCC

[ccg-collab1]

Hi All,

We would like to ask what exactly the difference of Outbound on IPCC and Outbound on Non IPCC in Agent Call Summary Report? Am I correct to say that Outbound on IPCC are the outbound calls of the Agent when they are logged in to Finesse and Outbound on Non IPCC are the outbound calls of the Agent when they are logged out to finesse? If not, can you share how the calls are counted as Outbound on IPCC and Outbound on Non IPCC? Thank you so much.

[Deepak Rawat]

Outbound on IPCC means the outbound calls that the agent made using his/her IPCC extension, these calls can be done either from Finesse Desktop or directly from the phone. Outbound on Non IPCC means the outbound calls made by the agent using his/her Non-IPCC extension, these calls can only be made from the phone as Finesse Desktop does not control/show the Non-IPCC line.

Regards

Deepak

[StevenGorel2193]

So an outbound call is when an agent calls another number but does not transfer the call? Like they would call someone and pull the call back while having someone else on hold?