Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: jamesmurphyau on September 09, 2010, 02:51:40 AM

Title: 'Virtual' call in queue - SIP Server
Post by: jamesmurphyau on September 09, 2010, 02:51:40 AM

Is there a way to put a virtual call in a queue? We are using SIP server 8 & URS 8.

We want people to be able to sms and be put at the end of the queue, then when the call gets to the agent they can call them back. But we want them to queue as if they were a real call.

Title: Re: 'Virtual' call in queue - SIP Server
Post by: cavagnaro on September 09, 2010, 04:31:09 AM

Check for Virtual Hold post

Title: Re: 'Virtual' call in queue - SIP Server
Post by: René on September 09, 2010, 07:32:05 AM

Hi skoom,

Such functionality is not supported by SIP Server as that is voice-oriented product. However, it may be possible (no guarantees ;)) to somehow "customize" SIP Server's Instant Messaging functionality to implement it. Virtual Hold, as mentioned by Cav, could be another option.

R.