The agent phone timeout can be adjusted to whatever works for your team. The default is 30 seconds. Go to ACD, then ACD Settings, then Station Profiles. This is where profiles are created and managed. Create a new profile for the timeout that works ...
The simple answer is yes. It will require an IVR implementation build which is an add on feature for Ternio on the CXOne platform. The IVR integration can be used to lookup and push data from the contacts from CXOne platform to your Salesforce ...
After receiving an incoming call, the agent can look up another agent in the list and click on "Consult". The other agent will accept the call. The proper sequence to use to transfer the call on the inContact platform is to click on "Conference" ...
When you login to the TernioSwitch, if you can not choose skills, then this means that you need to login to the website (Five9 Login- https://login.five9.com/) and accept the popup agreement. Then you can log into the TernioSwitch and Skills will ...