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What Is Chat ICR in Virtual Contact Center
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What Is Chat ICR in Virtual Contact Center

Question

In Virtual Contact Center Configuration Manager, in a Chat Queue, there is an ICR tab. What are these settings for?

Applies To

  • Virtual Contact Center
  • Chat Queue
  • ICR

Answer

The chat queue ICR settings are a limited simple way to control chat hours, greeting, and pre-chat data collection for use with VCC CRM. 

The web page code still needs to come from the chat script, and if you want to use ICR to control the chat hours, you would NOT include the Schedule object in the chat script.

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Additional Information

For more information on Virtual Contact Center chat, see further online documentation.