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SAP CCtr: Queue Call Forwading Time Schedule

Hey there,

I Need some help in configuration SAP CCtr Queues.

We've got 2 Queues, one for Order Intake, and one for Complaints.

The Service Time for both Queues are 7am to 5pm.

The queue Order intake should Forward the calls to the Queue complaints in the time from 2pm to 5pm.

Is there any solution for this?

Best regards,

Sven

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2 Answers

  • Jun 15, 2017 at 10:23 AM

    Hi Sven,

    The easiest way to solve your issue is having first queue (Order Intake) open from 7AM, to 2PM and then forward request from that queue to Queue Complaints queue, when servive is closed:

    Furthermore, you can use IVR before to add business value, like checking VIP customers, etc.

    Bestt regards
    Reyes

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  • Dec 27, 2017 at 08:27 AM

    Hi Sven,

    Do you mean from 2pm to 5pm all of the queue calls to Order Intake should be forwarded to

    Queue complaints?
    If so, the solution Reyes provided is pretty good.

    If you would like to forward the calls to Queue complaints only if allocating is not possible for queue 1, you could use "forwarding if allocating is not possible immediately".

    Best Regards,

    Grace

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