Hello Community,
I have a question on ACD and status messages and hope I can get some help here.
We are implementing Generic objects as new interactions that can come through to PureConnect.
These interactions get ACD delivered to agents when they are in "Available" status and have the right skills/workgroup assigned. This part is working fine.
These agents are skilled to receive a normal call and the new generic interaction.
We now have a requirement to control what the agent can receive at any time, call or generic interaction, based on what their status is.
So if they are "Available" they will receive a call and if they are "Available for Generic" (new status code) they can only receive Generic interactions. The new status code has been setup as "Status allows ACD Calls" but I think this may be the issue.
If we switch this off, we do not receive any interaction but if we switch this on, we receive both call and Generic interactions.
What we need is to be able to deliver the Generic interactions to an agent with status "Available for Generic" and then when they change the status of "Available", they will receive the call.
Is this possible to do ? Custom ACD Handlers maybe ?
Appreciate your help.
Regards
Vineet
#Routing(ACD/IVR)------------------------------
Vineet Kakroo
FIL Investment Management Ltd
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