Common Hold - in Sec

[tamizvendan]

Dear All,

i created a service group for Common hold, agents got the common hold option for the talking number, if agent select the common hold option the option is not working.

System Details.
SEC 7.0 SP5
TSW SP6



Regards,

Thamiz

 

[parnum]

What do you mean 'not working'? Provide a description of the fault

Best parnum

 

[tamizvendan]

Dear parnum,

I created separate Service Groups (voice-manual routing) for internal & external incoming calls and also i created Common Hold service group.

Now agent answering the incoming call after that, the agent Right–click the answered call in the Desktop Manager Call Window and select Place Call on Common Hold from the context menu. But the call still remain on Call Window. kindly advice the procedure is correct or not. because there is no clear configuration details in CPI doc. if possible pls share the config details.

-----MERRY CHRISTMAS TO ALL-----




Regards,

Thamiz

 

[tamizvendan]

Dear Parnum,

The problem solved. i forget to configure CM properties.

Thx for your support.


Regards,

Thamiz