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Former Member
Nov 05, 2012 at 06:11 PM

BCM - CRM integration multiple inbound calls

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Hello gurus,

I have BCM integrated with CRM and working fine, but I want to know if I can answered multiple simultaneous inbound calls in CRM IC interface.

I've read the "OII_spec_BCM_70.pdf" and I didn't find anything that could help me with this, the scenarios are:

A direct call to the agent is made (I already configured IA BCM to let the direct agent calls being displayed in CRM IC), the agent answers the call. Meanwhile the agent is talking, another person calls to the same agent (the cdt let's 3 calls in the queue) so when the call arrives it gets displayed in CDT but no information about the call reaches CRM IC, so I can't handle the call through CRM.

The question is can I handle the call through CRM IC (something like hold the call, answer the other call, etc)

The next scenario is I got a direct call to the agent, the agent answers the call, it finished the call and the wrap-up time began, while being in wrap-up status another call arrives to the agent, the call is displayed in CDT but it never gets displayed in CRM IC (not until I finished the wrap up), is there a way to answer the call through CRM keeping the past interaction in stand-by, answering the other call finished it completely (wrap up included) and then retake the unfinished interaction (wrap up) and finish it?

Hope you can help me with this if more information is needed I will provided it ASAP.

Thank you very much.

Best regards.