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Aug 03, 2014 04:18 PM PDT
Scott Little
MSI - Multi Systems Inc

We use the callback feature in CC8, however we also use a Triage agent to grab calls that have been in queue too long. They take the customer information, create a ticket, and tell the customer that a tech will call them back. Is there a way to transfer that call to the callback queue and enter the phone number for the customer? Thanks.
Aug 05, 2014 05:17 AM PDT
Open Office
Communications Resources Incorporated aka CRI
Just have the Triage agent hang up and make the callback request for the customer. Set up an IRN that routes straight to a callback script.

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