Hi,
I've been out of the Aspect Callcenter area for a few years and suddenly find myself back in the thick of it. This may, therefore, be an obvious question/answer to many of you but please have mercy on a forgetful contractor!
We have Aspect Callcenters on ver 9.3 using 'traditional' TIC connected telsets.
Here's the stupid question; Is it possible to route calls to an idle agent?
The reason for asking is that there is a requirement to escalate some calls to Team Leaders who do not routinely log in their telsets. It's not feasible to have TLs watching their displays to see if they've got an incoming call, so our customer has asked if there's any way to route the call to them effectively regardless of their status.
Any help much appreciated.
Dunc.
I've been out of the Aspect Callcenter area for a few years and suddenly find myself back in the thick of it. This may, therefore, be an obvious question/answer to many of you but please have mercy on a forgetful contractor!
We have Aspect Callcenters on ver 9.3 using 'traditional' TIC connected telsets.
Here's the stupid question; Is it possible to route calls to an idle agent?
The reason for asking is that there is a requirement to escalate some calls to Team Leaders who do not routinely log in their telsets. It's not feasible to have TLs watching their displays to see if they've got an incoming call, so our customer has asked if there's any way to route the call to them effectively regardless of their status.
Any help much appreciated.
Dunc.