inContact Developer Discussion

[logos]

Actually, what I'm looking to do is 'park' calls so that an agent can pick and choose which caller to talk to - ie, a q that they can personally manage to deal with more than one caller at a time, popping and pushing calls into the q.

(eg) agent is on phone with caller.  another call comes thru the IVR that requires that agent specifically.  An icon lights up in myagent to inform the agent that another call is waiting for them.  They can then use a custom menu option to park the call (ie, put it into the personal q) and then pick up the other call (or possibly listen to a menu to choose amongst several callers), deal with the caller, then unq the next call from their personal q

[WesChipman]

I've actually parked a call.  You're right on track with the Custom Menu.  I did it by tying it to an icon on the MyAgent window using an Indicator action in the script.  When the agent double clicked it it spawned a chat script (so it wouldn't use a voice port) that sent a Signal to the call the agent was on.  Attached to the On Signal event I waited a few seconds so the agent could get the next call they wanted then re-queued the caller with a custom priority that was very high for that specific agent they were talking to previously.  Then when the agent is done with the new call, the call they parked will be the next one they get.  Doing it with multiple calls and a menu may be tricky, theoretically it may be able to be done but I would be apprehensive to try it without a table to accurately keep track of the active calls.

[logos]

Yah, that was what I was hoping to use the QUE.DAT for instead of a table of some sort for q management.