Call Park 1

[jamie77]

This isn't supported and is actually blocked from working on Agent telephones.

Question is, how to get around it??

If you have a call that requires a supervisor, there is nowhere to put this call to wait. The agent has to hold this until the supervisor becomes available.

Has anybody come up with good solution to this issue??

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer

 

[janni78]

IP Office Contact Center (IPOCC) 9.x: Agents are unable to park calls
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Doc ID: SOLN280466
Version: 5.0
Status: Published
Published date: 11 Dec 2015
Updated: 03 May 2016
Author:
Mai Nguyen

Details
IPOCC 9.x

Agents unable to park call.

Problem Clarification
When calls go thru IPOCC, agents cannot use call park feature.

Cause
IPOCC does not support call park feature.

Solution
Solution as a work-around:

Call Park from the phone is not supported for an IPOCC call. End user has to use a park topic and use the UI to transfer the call there and retrieve the call from that topic.
"Call Park (use a "park" topic, i.e. transfer (via UI function) the call into a special topic, so the contact center context (original topic, call tags) are not lost. For unpark use the function "pick from Queue".

"Trying is the first step to failure..." - Homer

 

[janni78]

There is also this, but I think this is to enable a non-IPOCC user to park a call that has been transferred from an IPOCC agent.

The NoUser source number that allows calls to be parked is: ACCS_FEATUREMASK=00000005

"Trying is the first step to failure..." - Homer

 

[jamie77]

I was given this NoUSer a while ago and used it for a site, but could cause reporting issues within the contact centre itself. I told the customer to use at his own peril!!!!

The Topis idea is all me and our instructor could come up with. Need to play a little internally to see how it works.

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer

 

[jamie77]

You know the instructor very well too Janni!! (CB)

And thanks for the pointer to the other docs you gave last week. Found what I need in 3.4 CIE and will get me going with using external programs in IPOCC.

Jamie Green

[bold]A[/bold]vaya [bold]R[/bold]egistered [bold]S[/bold]pecialist [bold]E[/bold]ngineer