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masot Member since 2016 4 posts
PEGA
Posted: 3 years ago
Last activity: 3 years 2 months ago
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Switching agents according to Brand DNIS (Data Separation required)

Hi

A Contact centre agent must answer calls around multiple brands defined by different DNIS values arriving with the call. This is well and good and easy, however, it is possible that the customer would need Data separation meaning that the agent would effectively need to switch applications based on DNIS which would take too long and you'd loose the call.

If anyone has any idea how to accomplish this please let me know.

Regards

Tony

***Edited by Moderator Marissa to update categories***

Pega Customer Service
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