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Old 12-09-2014, 09:29 AM
fcassity fcassity is offline
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Join Date: Feb 2012
Location: Inside Sales - Miami, FL US
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Default Chat esclates to Voice

Is there a way for a chat to be escalated to a voice call?
If an agent is chatting with someone they want to have the ability to call the customer and talk to them without the customer calling into a voice queue.
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Old 12-10-2014, 05:48 AM
marquardt marquardt is offline
Join Date: May 2014
Location: Stuttgart - Germany
Posts: 190
marquardt has 14 reputation pointsmarquardt has 14 reputation points
Default Chat and call a customer

If the Agent has the call number (e.g. via Chat) the Agent can call the customer.
The Agent can copy the call number and change to module Telephony and enter the number.
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Old 02-18-2015, 05:27 AM
kruegerb kruegerb is offline
Join Date: Oct 2013
Location: Stuttgart-Germany
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Default How to configure IPOCC for escalating chat to voice call

Solution:Use current agent in task flow for chat and telephony configuration: Configure topic with telephony and chat Taskflow for telephony: behind topic use element „Prioritized Distributor“ First position element „Current Agent“, In case no current agent available (normal call indipendent from chat or customer not kown) route to agent group Optional: use current agent in chat flow, in active caller should sent a chat session to the agent Precondition for current agent routing: Current agent routing works only for known customer, i.e. customer is configured as Customer (in UI – Adminstration – configation -> tab Customer). Customer data are used for CLIP Routing, For current agent routing Customer data must contain telephone number and e-mail address On Web-Page: starting the chat session the customer has to enter his e-mail address as nick name
see attachment
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File Type: pdf Chat_currentAgent.pdf (179.6 KB, 13 views)
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