cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
556
Views
0
Helpful
1
Replies

Transfer from chat to Voice call / queue is possible ?

thanvi2001
Level 1
Level 1

Wondering whether possible to transfer the ongoing chat session to voice call queue by from ECE Gadget as quick response or trigger voice call  from agent side?

ECE 11.6 , ES9 Aqua template.

 

 

Thanks,

Thanveer

1 Reply 1

Omar Deen
Spotlight
Spotlight

Not natively. And it really has not much to do with ECE or anything, but about the Media Classes. If you're chatting, you're locked into that ECE_Chat MRD... you cannot change it to Cisco_Voice. 

Now you could manipulate this. Let's say you're using Social Miners Agent API to conduct callbacks. You could call an API to enter the customers number, and their number would get queued for callback. Same logic would apply for the Outbound Dialer, although that would require a lot more work.

Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: