Rahul,
There is a little more to it thajn can be shared in a quick community post. I stronglt recommend attending the training I mentioned above, as this get's covered there.
In the meantime, you need to explore "In Queue Actions" within Attendant. Alternatively, you could implement the "Escape Key" option in the Transfer to Workgroup operation.
HTH
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Paul Simpson
Senior Technical Instructor
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Original Message:
Sent: 07-23-2020 00:15
From: Rahul Tyagi
Subject: How to dequeue interaction
Hi Paul,
Could you please share the 'out of the box' Attendant functionality for this?
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Rahul Tyagi
Accenture India
Original Message:
Sent: 07-17-2020 09:54
From: Paul Simpson
Subject: How to dequeue interaction
Rahul,
It sounds like you are using Handlers, wheras the functionality you describe is available "out of the box" with Attendant.
May I suggest you attend the class "Configuring Call Flows" which covers how to use Attendant.
HTH
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 07-17-2020 01:59
From: Rahul Tyagi
Subject: How to dequeue interaction
When interaction comes into workgroup queue and if agent is not availble at that time, then I am playing hold music and give an option to customer to go back to main IVR.
If customer choose to go back to IVR, then I want to de-queue my interaction from workgroup queue and send the interaction to system queue. Please let me know how to achieve this, I tried stop acd interaction tool but its not working.
#Handlers
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Rahul Tyagi
Accenture India
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