Question

Transfer an Interaction to a Worklist / Work Queue

Hello,
we have a Call Interaction that auto-launches a custom Intent Task on its start. At some point during the Task lifecycle, we need to blind transfer both the Interaction and the Task to another CSR (routing the Interaction to both a Worklist or to a Work Queue). In our scenario Interaction is manually started from the CSR and there's no integragtion with any CTI/IVR, so we cannot use the OOTB functions that trasfer a call to another phone number.
Is there a function that allows us to achieve this?

Thanks,
Massimiliano

***Edited by Moderator Marissa to update platform capability tags***

Comments

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October 2, 2019 - 5:32am

Hello,

I think you will have to create custom activities for doing this. What product version are running exactly?

October 2, 2019 - 5:47am
Response to MarcLasserre_GCS

Hello,
we're using CS 8.1 on PRPC 8.1.