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A company has a contact center with thousands of distributed agents, skill-based routing, multiple hunt groups, CTI and desktop screen pops. The Chief Executive Officer (CEO) wants to allow clients to exit the music-on-hold queue while waiting for an agent and leave a message to be called back later. Which of the following components are needed to change the configuration? (Select TWO)

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A company has a contact center with thousands of distributed agents, skill-based routing, multiple hunt groups, CTI and desktop screen pops. The Chief Executive Officer (CEO) wants to allow clients to exit the music-on-hold queue while waiting for an agent and leave a message to be called back later. Which of the following components are needed to change the configuration? (Select TWO)






 
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