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Old 06-24-2015, 10:56 PM
bennylu bennylu is offline
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Default Agent Group Name
If an agent belongs to multiple agent groups, is it possible to display the agent group names when the phone is ringing. In my example the call goes to an AA menu then is transferred to different agent groups depending on the digit pressed. It only displayed the topic name but no agent group names displayed.
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Old 07-08-2015, 01:57 AM
kruegerb kruegerb is offline
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the name of the agent group can not displayed. To solve the problem: in the task flow use a new overflow topic with the same name as the agent group, just in front of the agent group. than this overflow topic will be displayed as last routed topic in the telephone application
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