A client with 3 sites is using IPOCC. To make overflow easier, I use one Agent Group with 3 different skills for 3 sites. All work fine except the following issue.
If calls do not answer within certain time, IVR 'ask for loop' kicks in and allows caller to press 1 for callback or 2 to leave a message. The callback goes to dialer and we use preview method. I have tried to add skill to the callback topic but it does not work. The callback job goes to any available agent. Is there any way to let the callback follow the skill settings?
If calls do not answer within certain time, IVR 'ask for loop' kicks in and allows caller to press 1 for callback or 2 to leave a message. The callback goes to dialer and we use preview method. I have tried to add skill to the callback topic but it does not work. The callback job goes to any available agent. Is there any way to let the callback follow the skill settings?
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