Q

Proper way to handle a caller with two requests

We are in the process of implementing IC 4.0 WebClient, Employee Interaction Center scenario integrated with Genesys to provide screenpop and softphone controls. What is the proper way to handle a caller that has two separate requests, wanting info on FMLA status and then Tuition Aid? We want to track these interactions separately, but when we close the interaction to open a new one, the IC hangs up on the caller.
The IC is not supposed to hang up the call unless the agent specifically ends the call by pressing "end call" button. Please check with SAP and Genesys.
This was first published in January 2005

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