Switch call from one queue to another one

[former_member397557]

Hi everyone, we're running SAP CCtr v7.0.7.0 and our Contact Center Supervisors are looking for a way to switch all queued calls from one busy queue to another one with free agents. Is there any interface in Online Monitoring or CDT where they could check all the queued calls and move them to another queue in case of large wainting time?

Or is there any workaround the SystemConfigurator->Queues->Contact Management section that would make this possible?

Thank you in advance

[Former Member]

Hi Juan,

Before going to your question I would like to remind that version 7.0.7.0 is already quite old. The recommendation is of course to upgrade.

For your problem there is several solutions available. It's up to you to discuss which suites best the business needs.

1. If customer utilizes IVRs already, then you could add simple check to the IVR if there is free agents serving in the destination queue. This allows you to route calls based on the queue situation. For example if there is less than X amount of agents free in the destination queue, then you could transfer customers to other destination. This of course requires some IVR knowledge and some testing effort, but implementation should be quite simple.

Help.sap.com has more information about this functionality under IVR chapter.

2. Also at queue level you can define that calls are routed to next destination if there is no free agents. See parameter "Forwading Options" under Contact Management tab. There you have few possibilities how to configure the functionality. Very easy to configure...

3. If we then take a look what newer releases of SAP Contact Center is offering then we see a functionality to move all queuing contacts from QueueA to QueueB, For that please see note
2711622 - SAP Contact Center - Move Interactions

Br,
Jukka

ps. Customer Connect ‘Contact Center 2020’ starts soon! Get connected to have your say. See KBA 2666452 for more information