Hi! Below is the scenario that I am attempting to best solve for within PureCloud:
1) White labeling requirement - different TFN, IVR and queue for a partnership that we will be supporting (i.e- our agents will answer the call to service as if we worked for their brand)
2) Pooled environment - all agents will be staffed in our base queues and this new queue
3) Whisper to inform the agent of the call type
4) Distinct service level reporting; distinct productivity/ volume reporting
5) Access control for call listening/ recording (i.e- need to limit call recording access to only this new queue for certain individuals)
I know that 1-4 can easily be handled by just creating a new call flow and a new queue. However, I am not familiar with divisions or the way to best enable requirement 5 while ensuring that we are able to route calls for this new queue to all agents.
Would love to hear any thoughts that the experts have on this one! Hoping to land the best solution as we continue to integrate new brands and partners without overcomplicating the administration.
Many thanks!
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Matt Keleshian
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