08-15-2011 02:00 AM - edited 03-14-2019 08:22 AM
Hi all, I have a pool of agents with the same skill level for the general team, what I need to do is to allow agents the ability to transfer calls to another higher skilled group. I'm OK with skills based routing but can the "general group" see the highers skilled group CSQ in their CAD and simply drap and drop to that CSQ?
Thanks
Solved! Go to Solution.
08-15-2011 06:55 AM
You could create a transfer button on the Agent Desktop that transfers to this new script trigger. You can create 9 unique buttons for the agent to use.
Remote to your IPCC server
Start --> Programs --> Cisco --> Desktop --> Admin
Expand Call Center Location
Expand Work Flow Configuration
Expand Work Flow Groups
Expand the group that your user are in, probably default if you have not created more
Expand CAD Agent
Click on User Interface
Click on one of the Task1 thru Task10 in the Toolbar tab
Check Visible
Add a Hint as to what it does
Click Add
Go to the Call Control Tab
Click on New
Fill in info: Action Name (Tier2 Agents) Call Control (Blind Transfer) Phone Number (RP used as a trigger) Transfer Delay ( 2)
Highlight action and click Add
You can create your own customized icon or just select one of the available.
Click back on Call Center or somewhere out of the call flow, so it asks if you wish to save changes.
Agents will have to take down their Agent software and bring it back up to see changes.
08-15-2011 06:32 AM
No, create route point to launch new or existing script to higher skillgroup. Agents will have to dial this route point extension to reach the higher skills.
david
08-15-2011 06:55 AM
You could create a transfer button on the Agent Desktop that transfers to this new script trigger. You can create 9 unique buttons for the agent to use.
Remote to your IPCC server
Start --> Programs --> Cisco --> Desktop --> Admin
Expand Call Center Location
Expand Work Flow Configuration
Expand Work Flow Groups
Expand the group that your user are in, probably default if you have not created more
Expand CAD Agent
Click on User Interface
Click on one of the Task1 thru Task10 in the Toolbar tab
Check Visible
Add a Hint as to what it does
Click Add
Go to the Call Control Tab
Click on New
Fill in info: Action Name (Tier2 Agents) Call Control (Blind Transfer) Phone Number (RP used as a trigger) Transfer Delay ( 2)
Highlight action and click Add
You can create your own customized icon or just select one of the available.
Click back on Call Center or somewhere out of the call flow, so it asks if you wish to save changes.
Agents will have to take down their Agent software and bring it back up to see changes.
08-15-2011 07:48 AM
Thanks for that - already done, just need to see the agents to implement the new workflow and observe. Once again thanks.
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