personal Contact 1

[davea2]

Hi

Does any one know if, for the Personal Contact to work, the agent who is designated as the personal contact has to be logged into a group?
We have a situation where we are trying to route a personal contact call to a supervisor who is not normally logged into any groups, and it doesn't work!

Cheers

dave

 

[Alfalis]

Since it is a separate destination element in the taskflow I'd say it should work even when an agent is not logged into any groups but I'm not 100% sure tbh.
And even if it doesn't work just create a pseudo agent group that is not used in the taskflow anywhere^^

 

[davea2]

Hi
Yes I had the same thought but could only get it to work if the agent was logged into a group.
The customer wanted this for staff to call through to their usual contact, but if that was a supervisor who was not logged into a groups it didn't work as effectively they were not ready to take call!.
Good idea about the dummy group!