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Use Rainbow as a CCD agent

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2 comments

  • Mark MCDONALD

    This is a great addition to the OXE CCD, after login to rainbow and when agent is selecting their PG would it be possible for agent to list the PG instead of the agent having to know the number of all PG they are associated with ?

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  • Carlo BORGER

    The feature really makes it easier for agents to work from home, however there are some things to really take notice of.
    1 the translation of withdraw and Wrap up in Dutch language are not the same as they are on an office phone which confuses a normal agent/user.
    normally "intrekken" is shown as "Terugtr." and "voltooien" as "WrapUp" on the desk phone.

    2. when an agent is working remote making use of a mobile phone and the agent is the only available agent, the agent must not accept or make a private direct mobile call to or from the mobile phone.
    When on that moment a CCD call is presented the call is redirected in blocked state on the pilot, and this is very annoying to users working from home.
    So an agent must use the Rainbow environment to make outgoing calls, however incoming calls on the mobile phone are not easy to prevent.

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