Is there anyway to play an audio/hold music to the agent while the customer is in a secure flow?
Also, has anybody come up with a better way to notify the agent when the customer has returned from the secure flow? If a customer for some reason takes a while in that flow, the agent has to sit there staring at the screen waiting for the little popup or to notice that the alert bar at the of the script has gone away. That could well be a couple of minutes.
#Implementation#Omni-ChannelDesktop/UserInterface#Routing(ACD/IVR)------------------------------
Vaun McCarthy
NTT New Zealand Limited
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