Business requires that when a call comes into a queue/location that is closed, such call be forwarded to another queue
- For example, you have an SAP Contact Center "CCtr" with different queues like China and Poland
- When the CCtr Queue attending local calls from China must be re-routed to the CCtr Queue in Poland after the Chinese office is closed
- The same behavior must be reverted back when the Polish office is closed
SAP Contact Center 7.0
CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications, overflown, over flow, route, rerouted , KBA , CRM-CCI , Contact Center Infrastructure , Problem
About this pageThis is a preview of a SAP Knowledge Base Article. Click more to access the full version on SAP ONE Support launchpad (Login required).
Search for additional results
Visit SAP Support Portal's SAP Notes and KBA Search.