Agent locked callback

1

Hi,

its very important for one of our customer to ensure that if an agent schedules a callback for himself sometime in the near future, that callback is delivered to him, even if that means delaying the call. Standard behaviour is:

  • Agent schedules manually callback and checks the checkbox for that callback to be routed to him and not to the queue.
  • When the time of the callback comes, if the agent is not on queue, the callback automatically goes to some other agent in the queue.

We want second step to be removed, and callback must wait to be executed for the original agent to be on queue again.

Is there any way to do it? Maybe through API?

Thanks

2

Questions about general configuration, like routing, are best suited for the PureCloud Community Forum or opening a case with PureCloud Care. The API does not provide additional functionality beyond what's available to be configured in the product.

3

Thanks Tim. Done

4

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