SAP Knowledge Base Article - Preview

2877618 - How to setup a contact to overflow to an alternative queue after the contact is waiting for X amount of time

Symptom

  • Your call center schedule is opened 24x7
  • Business requirements are to forward calls waiting in queue for X number of time after not been allocated
  • The call should overflow to another queue after the above time has been reached


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Environment

SAP Contact Center 7.0

Product

SAP Contact Center, on-premise edition 7.0 ; SAP Customer Relationship Management 7.0

Keywords

CCtr, SCC, CCI, CRM-CCI, SAP Business Communication Management 7, Contact Center, Telephony, e-mail, Chat, Communications, divert, over flow, call overflow setup , KBA , CRM-CCI , Contact Center Infrastructure , Problem

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