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Jocelyn

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URS 6.5 to agents that are all unavailable
« on: January 01, 1970, 12:00:00 AM »
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Where can you park a call if all agents are unavailable? Route Point, network parking, VRU, etc.? How?
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Vic

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URS 6.5 to agents that are all unavailable
« Reply #1 on: January 01, 1970, 12:00:00 AM »
Depends on the pbx you are using, but the easiest way is to create a virtual queue and assign a treatment to it.

Based on the treatment, the call will either stay on RP, be transferred to IVR port or be treated to a nice classical music on your music port.

What PBX are you using?
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Marked as best answer by on Today at 09:52:10 PM

Jocelyn

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URS 6.5 to agents that are all unavailable
« Reply #2 on: January 01, 1970, 12:00:00 AM »
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    • We are using Spectrum. 7e I think. I am validating requirements now. The issue is where the call will be held when no agents are available and they need to hear a delay message. The RP sounds logically. We do use a homegrown soft VRU, but I am unclear if the business wants to use the VRU to park the call and if the VRU can do the TNT with Genesys when Genesys sees an available agent.
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