SAP Knowledge Base Article - Preview

2675350 - Forwarding calls to another queue when location/office is closed

Symptom

  • 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

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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0

Keywords

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

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