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Manual OB calls from Ready state [Finesse 10.5].

Question asked by ritesh.desai on Jun 3, 2016
Latest reply on Jun 7, 2016 by ritesh.desai

Hi folks,

 

Client have raised query for making MANUAL outbound calls from READY STATE. Few group of agents handle Inbound as-well-as outbound. Usually, in finesse architecture agent can only make manual outbound calls from NOT READY state. Can we achieve this by making a gadget where agent becomes ready, while making OB call, finesse in backend changes to not ready and dials out....

 

Does anyone came with such requirement and have achieved....?

Hints or ideas appreciated....

 

 

Thanks & regards,

Ritesh Desai

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