If CC has been purchased, the user should be able to choose to accept calls from CC in the RC app. We then should have the ability in the admin section to allow that person to take other calls when on a call, or not. We would not give that ability to full agents. However, I would for supervisors that handle queues as well or others that have multiple responsibilities. Currently, users cannot utilize the benefits of RC when thy are using CC.
If CC has been purchased, the user should be able to choose to accept calls from CC in the RC app. We then should have the ability in the admin section to allow that person to take other calls when on a call, or not. We would not give that ability to full agents. However, I would for supervisors that handle queues as well or others that have multiple responsibilities. Currently, users cannot utilize the benefits of RC when thy are using CC.