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Old 04-26-2017, 10:44 AM
fflynn fflynn is offline
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Question Queue to External Resource

This maybe a unique (and challenging) requirement that our implementation partner is struggling with.

We have an external answering resource that take our calls after hours. Normally during business day, our agents are logged into AAAD, take all calls and all is good.

After hours, is there are way to allow our calls to come to AACC as normal and queue for an answer. EXP could also be used to help with this is necessary.

However, the queuing has to recognize we are sending these calls outside our system and only send a maximum of 2 at a time. If we have two active calls sent to the external PSTN number, we hold them in AACC to experience all the existing queuing messaging design in the AACC flow.

The outside resource obviously are not using AAAD or access to our network.

Thank for reading.
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aacc, aura, exp, experience portal

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