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Chat queue management by 3rd party -ININ

edited Mar 8, 2017 8:58PM in Communication Channels 1 comment

Content

Hello

Currently we have Service cloud for incident management and integrted with ININ (Genesys) software for CTI. Customer wants to use the same agents that support CTI for chat as well.

Ask is to use service cloud chat. 

How can the agent queue be shared across ININ-CTI and Service cloud chat... eg Agent on call should show as busy and chat request should go to the next agent available.

Thanks in advance.

 

Version

Service cloud-customer portal Nov 2016 release.
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