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  • 1.  Call Interaction Interruption

    Posted 10-13-2023 05:21
    No replies, thread closed.

    Has anyone had issues with Users being on an external call and if another user tries to transfer a call it barges this second call in? Is there anything to prevent any calls coming though whilst a user is on the phone? I have seen the threads on the tick box for Block calls when on a non ACD call but this excludes transfers. So I don't think this solves my issue?

    Any help would be appreciated thanks!


    #Telephony
    #Unsure/Other

    ------------------------------
    Alison Osbaldstone
    Aggregate Industries UK Ltd
    ------------------------------


  • 2.  RE: Call Interaction Interruption

    Posted 10-15-2023 23:15
    No replies, thread closed.

    No, can't have it both ways.  You either block or you don't.  Have Agents look at status before transferring and/or use chat to let the person know.  Yes, barging in on the ACD call is not idle, but with the chat, at least the second agent can decide if they want to put first on hold and answer the second.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Call Interaction Interruption

    Posted 10-16-2023 00:04
    No replies, thread closed.

    You can actually do this by way of triggers Alison.  A trigger can be set to put the original agent into Busy as soon as they get a call, and put them back to Available when that call ends.



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    Vaun McCarthy
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  • 4.  RE: Call Interaction Interruption

    Posted 10-24-2023 05:34
    No replies, thread closed.

    Thank you both for your responses! Vaun can you explain how we would set up these triggers?

    Many thanks!

    Alison



    ------------------------------
    Alison Osbaldstone
    Aggregate Industries UK Ltd
    ------------------------------

    Original Message


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