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Call made through the phone tab UI is moved over to the interaction tab UI when you click on the interaction tab when the call is in the Queue

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  • 1.  Call made through the phone tab UI is moved over to the interaction tab UI when you click on the interaction tab when the call is in the Queue

    Posted 05-08-2024 14:48
    No replies, thread closed.

    There's a report that I got from a user on the cloud. When they dial a extension, it would take them to a IVR in the cloud which would then transfer the call over to a queue. I replicated this and found out you have to click on the interaction tab after the call is transferred to a queue. Once you do it moves the call over to the interaction tab and will show up as No Name and Unknown. Wanted to know is that by design where you can move a call over to another tab in the Cloud UI once its waits queue? 


    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

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    NA
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  • 2.  RE: Call made through the phone tab UI is moved over to the interaction tab UI when you click on the interaction tab when the call is in the Queue
    Best Answer

    Posted 05-11-2024 00:10
    No replies, thread closed.

    Depends on the licensing of the user making the call.  If a communicate user, then the call would stay in the calls tab.  If an agent user then once it reaches the queue, it is essentially an outbound queue call and it will move to the Interactions tab.  Is there something else you are expecting it to do?



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