So if I understood correctly,
Say you have two queues
Sales and
Support but you want all your callbacks from
Customer Service queue
. Right?
What I'd do is
- From in-queue flows of Sales and Support, Transfer the call to Customer Service queue using the Transfer to ACD Block
- Then create the callback from in-queue flow of Customer Service.
I haven't tried this. Hope this works for you.
------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
------------------------------
Original Message:
Sent: 11-14-2018 07:35
From: Oudderhem Mostafa
Subject: Route inbound callback to another Queue in Architect ?
Thank you Sajid, but I want to apply it for the in-queue flow, I think is not supported in this case:
| Queue |
Select the queue on which the callback request will be placed. This setting is required for inbound or outbound flows. For in-queue flows, the system places the callback on the current queue.
|
For Inbound call flow we can select the queue for callback data action
Original Message:
Sent: 11-14-2018 07:05
From: Sajid Abbas
Subject: Route inbound callback to another Queue in Architect ?
Hope you have gone through this article about callback data actions.
in the callback data action you can explicitly specify the queue.
------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
Original Message:
Sent: 11-14-2018 05:59
From: Oudderhem Mostafa
Subject: Route inbound callback to another Queue in Architect ?
Hello,
My customer want to route all inbound callback to a specific queue, different than the queue was originating callback
Is it possible to route the inbound callback to another queue in the Architect ?
If so, how we can do it
Thank you in advance
#Routing(ACD/IVR)
#SystemAdministration
#Telephony
#Unsure/Other