Scripting – Select resource Vs Connect step

Posted: June 4, 2006 by cciestudy in IPCC Express

Select resource will select a resource try to connect the call to the resource and if the resource does not answer will pull the call back and add it to the queue.

Connect step will use the resource identified in the Select resource step and will try to connect the call to that resource. If the resource does not answer the call, then the call will be pulled back and follow the Failed step.

Before you can use the Connect step, set the Connect Radio button in Select resource to "No"

Use the Connect step if you want to pull back a call that was not answerd by the agent and send the call to somewhere else other than to the queue.

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