In the Intelligent Customer Routing (ICK) deployment, all agents in the call center are either logged out or in Auxiliar
Posted: Fri Jul 22, 2022 11:19 am
In the Intelligent Customer Routing (ICK) deployment, all agents in the call center are either logged out or in Auxiliary mode.
Which is an accurate description of how ICR handles a call arriving in the system?
A. The ICR Core performs polling and provides a result which suggests routing the call to this call center. The ICR Call Control Application (CCA) launches the Walt Treatment Application (WTA) and routes the call.
B. The ICR Core performs polling and provides a result which suggests that the agent is not available. The ICR CCA launches the Generic Error Handling Application (EHA).
C. The ICR Core performs polling and provides a result which suggests that the agent is not available. The ICR CCA disconnects the call.
D. The ICR Core performs polling and provides a result which suggests that the agent is not available. The ICR CCA launches the Non Business Hours Application.
Which is an accurate description of how ICR handles a call arriving in the system?
A. The ICR Core performs polling and provides a result which suggests routing the call to this call center. The ICR Call Control Application (CCA) launches the Walt Treatment Application (WTA) and routes the call.
B. The ICR Core performs polling and provides a result which suggests that the agent is not available. The ICR CCA launches the Generic Error Handling Application (EHA).
C. The ICR Core performs polling and provides a result which suggests that the agent is not available. The ICR CCA disconnects the call.
D. The ICR Core performs polling and provides a result which suggests that the agent is not available. The ICR CCA launches the Non Business Hours Application.