Hello,
We've been seeing some intermittent issues with communicate-licensed agents receiving alerts on interactions that are consult transferred from an ACD call (via Queue) to a group. Previously, this was not an issue and communicate agents would receive alerts. Now, intermittently when these calls are routed to the communicate agents, they will not receive notifications (audio alert, banner notification, etc.). Therefore, the call is missed.
Here is my question:
If an ACD call is transferred to a non-ACD group, is there any requirements that prevent communicate-licensed agents from handling this call? We've been hearing contradictory answers from Support and would like some clarity on this.
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Michael Perkins
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