topic Re: Hunt Group mode for call queues in CP in Contact Pro

Hunt Group mode for call queues in CP

Piotr_Comtrust — Thu, 09 Dec 2021 16:24:26 GMT

Hi, it seems hunt group mode in Communication Panel does not work as it should for call queues (in CDT it is ok). As I correctly understood documentation it should be possible to select (on a picklist) an any call waiting in a queue and answer it. Am I right or rather hunt group mode in case of call queues works different way in CP?

BR, Piotr

Re: Hunt Group mode for call queues in CP

Paul_Ishmael — Thu, 16 Sep 2021 08:24:37 GMT

Hi Piotr,

Fundamentally, Communication Panel's picklist only supports picking of conversations from queues originating from the email or chat channels. (Phone support is yet to come..)

Therefore phone queues should be defined to use the 'auto-allocation' mode when using Communication Panel.

Paul

Re: Hunt Group mode for call queues in CP

Piotr_Comtrust — Thu, 16 Sep 2021 08:53:05 GMT

Hi Paul, do you know when hunt group mode for calls will be be implemented in CP like it is in CDT now?

BR, Piotr

Re: Hunt Group mode for call queues in CP

Paul_Ishmael — Mon, 20 Sep 2021 14:11:45 GMT

Hi Piotr,

Unfortunately, CP support for handling queue calls in hunt group mode remains in our backlog with no current implementation timeline...

As always we try to prioritise based on community/partner/customer feedback. Please reach out directly to us if you (or others) have such a dire need.

Paul