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transfer to EP -- CONSULT OPTION

Allow for the associate to transfer to an EP for time of day routing versus Queue which does not hold Time of Day. this will prevent any calls routed outside of hours of operations to get through the system

  • Krista Sepulveda
  • Sep 30 2021
  • Need more info
  • Admin
    Arun KM commented
    4 Oct, 2021 03:49am

    Webex Contact Center provides the capability of ‘Flow Chaining’ in the Flow Designer (aka Flow Control) tool. ‘GoTo’ activity is available that can be used to terminate a current flow and hand off the voice call to an Entry Point or to another Flow. These are mechanisms to r-direct calls based on business hours or during emergency conditions. This capability is available on the platform since 30 March 2021.

    Further, it is possible for an Agent to transfer a call to an Entry Point. And this capability was made available on 09 Mar 2021.


    Refer/subscribe to the release notes page - https://help.webex.com/en-US/article/a1gx3h/What's-New-in-Webex-Contact-Center for more details.