ipcc express: Call interception beetween agents?

[guilhem.perez]

Hi,

I write an ipcc script to queue incoming calls and transfer them to a ready agent.

It works fine. But if agent intercept a call of an another agent, agents state don't update (perhaps because this action go out the script).

So My question is: Is it possible for an agent to intercept an other agent call with their states being updated.

Thanks.

[bphelps]

By intercept do you mean the agent is using the Callmanager Barge function? Wild guess would say that the Callmanager Barge button isn't supported by IPCC Express.

[guilhem.perez]

Hi,

I mean use call pickup button. Call pickup works fine, only agent state is wrong:

For example:

Agent A and B are in the same call pickup group.

Agent A receive a call, he becomes in reserved State , Agent B is in ready state and use call pick up button to intercept call.

Agent A stay in reserved State (ready is the right state), Agent B becomes in not Ready state(Reserved is the right state).

Thanks.

[bphelps · Accepted solution]

Yes, call pickup isn't supported in IPCC Express either. On a basic level it works, but as you found the agent state isn't updated, and reporting is also messed up.

Better is to use the queuing functionality of IPCC and find someone who is actually in the "Ready" state and sitting at their desk. That is one of the main problems IPCC addresses: how to find people who are immediately ready to take calls.

[guilhem.perez]

Thank you.