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Hunt group

I have CRM + CCtr standard integration, but only auto allocation calls are offered in IC web. Is there a possibility to set hunt group calls alerting into IC web (CRM) and accpet these calls from IC Web?

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    Oct 29, 2015 at 03:33 PM

    Hi Agur,

    I am afraid that is not possible mainly because of the nature of Hunt Group design and session handling capacity in CRM. I have created 2236825 to explain this in more detail.

    I Hope this helps.

    Best Regards,

    Lloyd Goveia


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    • Dear Dawood,

      Thank you for your feedback. I personally feel the same way.

      We are currently discussing this internally.

      In my opinion, if such enhancement is released, there has to be a strong understanding that this can only be supported with certain scenarios.

      I see no issues with non-multisession business roles being used in CRM; but with multi-session turned on, that would be a different story. I say this, because I can already see scenarios where some customers may want an agent to be serving in both Hunt Group mode queues and Auto-allocation mode queues and still preserve the IC multisession feature in CRM.

      Best regards,